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Why you need a performance guarantee when buying a Virtual Agent

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A lot of virtual assistants in the market are failing. They are failing to satisfy customers and they are failing to constantly learn. We’ve already discussed what you need to know about virtual agent performance guarantees, but do you know why it is vital to have one? Deploying a successful virtual assistant requires the right combination of technology, ongoing optimization and AI training – and sadly, there are a lot in the market today that continue to deliver a terrible customer experience. All new technologies face challenges in the first few years, and virtual agents are no different. That’s why experienced virtual agent vendors should be able to offer a performance guarantee on things like NLU accuracy, resolving a specific % of customer issues before a live interaction is required, and achieving high customer satisfaction.

When your virtual agent experience is planned well, deployed on the best technology and optimized every day by an expert operations team, the vendor should be able to guarantee the performance of your system. With it, you would ensure you’ve made a good investment, guarantee an ROI, and know you’re delivering the best customer experience possible.

When virtual assistants first hit the market a few years ago, companies rushed to experiment with them because they were new and interesting, and provided an easy way to dabble in the AI space. This led to a lot of promising trials for either employees or small groups of real customers to test. However, the purpose of a virtual agent is not to experiment – it is to satisfy customer needs efficiently and improve customer experiences across communication channels. Today, these same companies are taking the next step and implementing virtual agents at scale.

If your company is at this next stage, ask for a performance guarantee so you can minimize the risk of failure. What you are buying is not technology, but happy customers, and you should expect some form of guarantee to ensure you actually get what you pay for.

No one should have to worry about investing in a failed solution in a new and emerging tech space. As we’ve mentioned before, there are two distinct approaches to virtual agents, white-glove and do-it-yourself that may affect the level of performance you can expect. If you choose the managed white-glove approach, you should expect a guaranteed level of performance.  If you go the do-it-yourself route, it’s impossible to expect any performance guarantee from your vendor as you’ll be responsible for most of the work, including optimizing and managing your own AI training.

Next Read: What you need to know about Virtual Agent performance guarantees

Let’s supercharge your virtual agent together

With outstanding customer experience being the most important differentiator, make sure your chatbot is the one leaving the competition in the dust. Wysdom can rapidly soup-up your chatbot with professional diagnostics, repair, and enhancement services so it delights customers every time. Get in touch today.

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Data Scientist

As a Data Scientist, your day-to-day will involve writing queries, building dashboards, and preparing analytical reports about product performance for our clients and the Wysdom.AI team.  You will work with SQL, Tableau, and Python and ML Frameworks/libraries (among other tools) to create stunning visuals showing how Wysdom.AI is making their customers’ experience even better.

Implementation Engineer

As an Implementation Engineer you will be responsible for the solution integration of an enterprise grade conversational AI experience from a technical perspective. You will work closely with the lead solutions architect and be the technical face of the implementation team and lead the customer through the entire implementation cycle. You will work with one of the most diverse teams of linguists, data scientists, and innovators to deliver the best AI enabled customer experience.

Solution Architect

As a Solutions Architect within the Client Services team, you act as trusted advisor, responsible for the technical requirements and end to end solutions integration of Wysdom cognitive services within the client’s environment.  You will work with one of the most diverse teams of linguists, data scientists, and innovators to deliver the best AI enabled customer experience.

Cognitive Data Specialist

As a Cognitive Data Specialist, you will be responsible for the performance of the AI and quality of the corpus and will focus primarily on the VA training.  You will work with the client as required to ensure corpus is performing in an optimal manner.

Conversational Experience Designer

As a Conversational Experience Designer, you will be responsible for the designs of the overall customer experience, including the end-to-end dialog flows & journeys of the solution ensuring  design leverages  UxD best practices for optimal customer experience.

Conversational AI Specialist

As a Conversational AI Optimization Specialist, your responsibility will be to help drive the success of our solution for our clients. This involves building conversation flows, performing AI training, and partnering with clients to enhance their deployments.

Conversational AI Lead

As a Conversational AI Lead, you will be responsible for leading all Conversational AI program activities.  You will work with all team members to ensure deliverables are completed on time, with high quality and exceeds client expectations and goals.

Program Director

Responsible for the overall success for the client, including the end-to-end delivery and optimization of the solution, you will manage the sales process from pillar to post, including technical and commercial proposals, pipeline management, sales forecasting, and contractual documentation.

David Trotter, Wysdom

David Trotter

SVP, Sales & Marketing

David has 30 years of global sales leadership experience as a collaborative leader who believes in a strong team concept within sales and marketing organizations. David has spent many years working with growth companies and enjoys being face to face with customers and partners to create solutions that have a lasting effect on the customer’s business environment. 


Prior to joining Wysdom, David was the Vice President, Sales at Scalepad, and previously spent 11 years as Vice President for Latin America and Asia Pacific for Absolute Software. He also held senior sales management positions at GE Capital and Clevest.  

Michel Benitah

VP, Optimization & Delivery

Michel has 20 years of experience in leading the successful delivery of Conversational AI and Natural Language Customer Care solutions to some of the largest financial, telco, healthcare, utilities, and retail enterprises throughout North America. 

 

Prior to joining Wysdom, Michel spent 20 years at Nuance Communications, holding senior management and leadership positions within the enterprise division, most recently as director of the Toronto office and professional services team.

Frederic Lam

SVP, Sales

Fred brings in 25 years of international experience in sales and business development across North America, the Caribbean, Asia-Pacific, Europe, and the Middle-East.

 

Prior to Wysdom.AI, he held sales leadership positions at Oracle, Redknee, and Movius/Glenayre, successfully growing revenues in both large and small organizations. Fred has also been involved in the start-up community in the earlier stages of his career as an Investment Manager with SP Capital and was an alternate director on a few investee companies.

Karen Chan

Chief Engineering Officer, Co-Founder

With 20 years of experience in software and mobile, Karen has held senior technical roles at 5 startups, including Wysdom.AI, Clickfree, Mobile Diagnostix (HP), Teamatic, and Virtualthere.

Karthik Balakrishnan

Chief Technology Officer

Karthik has over a decade of hands-on, proven global expertise in emerging technologies and implementing intricate platforms and solutions for telecommunications and enterprise during his time at Amdocs, with senior positions in their India, Cyprus, America, and Canada offices.

Nitin Singhal

Chief Operating Officer

Nitin has over 20 years of success in global executions of business technology, driving operational efficiency and digital scalability for some of the world’s largest enterprise clients. 

 

Nitin spent 16 years at Redknee holding executive positions in Research and Development, Customer Operations, Partner Alliances, and most recently as COO.

Jeff Brunet​

President, Co-Founder

Jeff has more than 20 years of experience in the startup world, founding and growing 4 software companies: AracNet, Mobile Diagnostix (HP), ClickFree, and Wysdom.AI. 

 

His in-depth understanding of software development and the challenges in making new technologies successful in the startup world prove invaluable as he serves on the boards of XMG, SurfEasy (Opera), Locationary (Apple), Groupie, and as an advisor to Pushlife (Google), LogMeIn (IPO) and HP. 

 

Jeff holds 23 issued patents in the wireless and consumer electronics spaces and is the lead inventor on 30+ pending patents.

Ian Collins​

CEO, Co-Founder

Ian has founded and grown 6 technology companies over the past 20 years, primarily in the enterprise software space including Wyrex, Mobile Diagnostix (HP), Clickfree, and most recently Wysdom.AI. 

 

Ian invests, mentors, and sits on the boards of several startups in the Toronto area.