Innovation and AI: Observing more than a 90% drop in live-chat abandonment

Getting to a live-chat agent got a lot easier for customers of one Wysdom client this year thanks to a new virtual assistant trained to resolve customers questions, and communicate information about products and services.

In today’s instant gratification world, consumers are more demanding than ever.  They have more power. And when they go searching for answers, they want them immediately. After the virtual assistant launch, the client found that overall quality of service was higher and wait times were shorter than in a previous analysis of the live-chat centres. “In the first year we saw more than a 90% drop in people abandoning while waiting in agent escalation queues. Apart from helping with assigning support or sales tickets, the virtual assistant can gauge the customer’s intent, and is getting much better at identifying customer needs and assisting them with fast, precise answers.” ” – VP, Customer Experience

The client has big plans for the virtual assistant beyond just answering questions. From being able to conduct transactions, to accessing systems which can provide information about outages, billing, reserve or buy devices, and more, the virtual assistant will be able to do almost anything in the future. The client also plans to deploy to new channels giving customers more access to the virtual assistant. 

For other companies considering a virtual assistant, industry experts warn that launching a virtual assistant is typically the easy part. 

“Unlike other enterprise technology, conversational AI needs to be continuously maintained and enhanced, and this is the role that Wysdom has become expert in.” says Ian Collins, CEO of Wysdom.A. 

Many people – youth in particular— are already used to conversational AI applications like chatbots and virtual assistants in place of phone or live chat conversations. And these days, many consumers prefer getting online support without the need to interact with a company representative. For companies looking to differentiate on experience, the time is right for brands to move and take advantage of the opportunities conversational AI can create.


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Artiom Kreimer

VP, Product & Analytics

Artiom has spent 10 years in software and mobile engineering, specializing in quality assurance and customer service. He has worked in testing and QA at both startups and in enterprises such as Clickfree, TELUS, and Freescale Semiconductor.

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.