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3 Undeniable Truths About Virtual Agents

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Deploying a virtual agent is an exciting step for any organization. However, its very easy to underestimate what it takes to release your very own virtual assistant. The journey to deploying a successful bot will take lots of time, money, consistency and good data. If built correctly, your bot will be a wonderful addition to your team. But in order for this to happen, there are some unavoidable truths about the reality of virtual agents you’ll need to face. 

Truth #1: Launch Day is not the Last Day

While launch day may feel like the exciting end to your virtual agent journey, it is actually just the beginning. It is unrealistic to expect a bot to be perfect at launch, but with every customer question it encounters, it will optimize and get one step closer. Your bot will learn the most from real-life customer questions. Keeping an eye on customer behaviour and analyzing different phrasing and intents that your bot encounters will help you train and optimize your AI to ensure it is satisfying the needs of your customers appropriately. While it is important to train and prepare your bot for every imaginable scenario prior to launching, it is impossible for your team to anticipate all of the questions, phrases, and intents your bot will encounter from your customers. That’s why optimization, especially in the beginning stages when your bot is first learning, is critical.

Truth #2: Good Virtual Agents Take Time

Building an intelligent virtual assistant is not easy. The intelligence and success of your virtual assistant will be a direct result of the effort put into its development. Chatbots that are “plug and play” are very rarely intelligent, but instead rely on flow charts based on key terms to arrive at conclusions. If you can not dedicate the time to develop a useful bot, then it is better to delay the process until you are fully prepared to give your bot the training it needs, or hire a provider who can. No bot worth having can be made in twenty minutes. The first iteration of your bot should never be the one you rely on. Ongoing optimization will allow for your bot to keep up with your brand and your customers, as well as improve your digital experiences.

Truth #3: Your AI is only as good as your data

Your AI will only be as useful as the data you train it with. No matter how intelligent your bot is, it will not succeed if you do not provide it with the right training data to help answer your customer’s questions. To assess the value of your data, it is important to remember that sheer volume does not necessarily mean you have useful data. It is important to feed your AI the content that will help serve your clients – such as FAQs, historical chat logs, specific product information, and solutions to common support or customer issues. Your ultimate goal is to ensure your bot is an extension of your brand. This means you should train it with data that will help it understand your products and the way you speak as a company. The more good data that your bot has, the more likely it is to satisfy your customers and provide a delightful experience. 

Should you choose Wysdom for your virtual agent, your bot will have access to the Wysdom Exchange – our proprietary shared library of AI models, customer journey templates, intents, phrases, responses, and small talk that grows every day. This means your underlying AI will constantly learn and draw on the experiences from other AIs in our care, in addition to learning and optimizing from your customer interactions.  

Let’s face it – Virtual agents are a long-term commitment. On one hand, this means you need to recognize the truths about virtual agents and dedicate a substantial amount of time and effort to it, but it also means it will be a valuable tool for your organization and customers for a very long time. When it comes to deploying a virtual assistant, you cannot cut corners. You’ll need a committed team, resources, and good data to continuously train and optimize your AI daily so it will learn and get better every day. 

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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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.

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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.

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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.

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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.

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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.