BLOG

Top 4 Things to Consider When Evaluating Outsourced Chatbot Operations

Share this 

Share on facebook
Share on twitter
Share on linkedin

Chatbots are fast becoming a part of the digital furniture for many company websites and apps. But is it worth going to the trouble of creating your own, even with low-code and no-code DIY options? Chatbot outsourcing is a fast-growing business trend, enabling experts in digital conversations to build and maintain your bots.

The pressure to deliver automated customer service and a great deal of marketing hype has encouraged firms to build their chatbots. Many think it is simple using WYSIWYG (What You See Is What You Get) design tools, but the results are usually underwhelming. 

Firms are also being told to focus on having high-value conversations with customers and clients. A simple bot handling basic queries already seems very 2010s-technology, which is where AI can deliver a better quality solution, but few companies have AI specialists on hand. 

If you feel that your first-generation chatbot is not having as much impact as you would like, or developing a bot is beyond your organization’s skillset, it’s probably time to find an AI chatbot operations service. One that can deliver the smart conversations your customers expect. This move will free up your teams to focus on their marketing and sales efforts, while benefitting from greater bot engagement. 

Choosing the right chatbot vendor

Having decided to make that move, there are plenty of bot creators and vendors out there, all looking for contracts. Many offer bots as part of their general cloud or business service, while others still expect you to do much of the work.

There are 4 key things to consider when choosing your chatbot operations vendor:

1. Choose a vendor dedicated to chatbot operations, not a generalist

There are hundreds of vendors that will take on a chatbot project, and any other technical task you have at the time.  From mobile app development to systems integration, these vendors are generalists and may not have the expertise or focus to really make your chatbot a success.

A dedicated chatbot operations company will be exclusively focused on chatbots, have the expertise, experience, and up-to-the-minute knowledge about the chatbot landscape to deliver the bot that your business and customers deserve. 

In short, if a general services provider offers you a chatbot, are they really focused on delivering a great product? If they offer lots of other services, remove them from your evaluation list.

2. Analytics and optimization tooling

A team of experts is only as good as the tools they have to work with.  When it comes to the technical nuts and bolts, you need to see if the vendor’s analytics, training, testing, workflow, and data solutions are mature and have been delivering value for many clients.  

Many chatbot developers tie you to a siloed chatbot platform that may limit the effectiveness or flexibility of what you can deploy. A review of the vendor’s tooling will give you a clear sense of the maturity of their capabilities.

3. References, references, references

A lot of companies may offer to take on your chatbot work but the proof is in the references.  If they are truly experts in this field they will have a long list of very satisfied clients who are happy to talk to you about the service they have received.

Don’t fall for the long list of logos on a web page, rather talk to a few of the vendor’s customers to ensure they are a great vendor to work with.

4. What to expect

A chatbot is a long term investment.  It will continuously mature over the coming years (if well cared for) so find a vendor that you can see as a long term partner to your business.  Looking for the low-cost option will probably be a temporary patch that has you looking for an upgrade a year later.  Real experts with a great toolset will not be cheap but will deliver a clear ROI for your chatbot investment.

Find a partner that meets these criteria and you will have a great chatbot that delights your customers and evolves with your business.

Looking to launch an enterprise-grade chatbot quickly?

We can get you up and running with a Virtual Assistant in a matter of weeks, on the chatbot platform of your choice. You’ll see immediate improvements to customer service, employee satisfaction and the bottom line. That’s real Wysdom.

Get in touch today here.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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 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.

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.

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.