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Intent performance: top three takeaways from out latest webinar

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Every chatbot owner wants to learn how to improve bot performance. The first place they’ll turn is intent analysis, to figure out what’s working and what’s not. 

In our recent webinar, Jay Athia, Senior Director, Customer Success walks through a demo of the Operations Center, giving  a new lens to think about how to measure intent performance. 

Here are his top 3 takeaways: 

 

1. Analyzing intent performance isn’t enough  

Intent is based on how the business thinks about the conversation journey. But, that’s not the same as what the customer is thinking about. 

To have the most impact, a bot improvement plan needs to take into consideration real-world customer conversations. 

Think of contact reason as an audit for your intent – when you inspect contact reason you are able to identify gaps between what’s been programmed (ie, the intent) and what’s actually happening.  

 

2. Containment is a false measure of bot performance  

It’s easy to think that containment tells you how well your bot is automating conversations. However, it’s a false signal that more often than not, actually masks the problem. 

The reality is that containment only tells you what happened within the bot itself. It does not provide insight whether the customer exited the bot to a more expensive channel. Other signals that you should be looking for include automation rates and sentiment – both positive and negative sentiment. 

Even more importantly, you should be looking at live agent call handle time for the same topic. By doing so, you’ll get the full picture of intent performance. 

 

3. Signs to look for when planning your improvement roadmap

When planning your bot improvement roadmap, you’ll probably have a lot of ideas. You’ll probably even get input from others across the business about what you should focus on next. 

But unless you are looking at performance from a few angles, your changes won’t have the impact you’re hoping for.  

  • If you look at performance according to a specific topic, you may notice that containment is falling, so the tendency would be to fix it. But in fact, looking at experience metrics you’ll see that the bot is actually performing quite well. 
  • On the flip side, looking only at containment rates, it might seem that you’re doing well, when in fact, digging deeper into automation or sentiment, you’ll see that customer experience is actually falling. 

Measuring performance across a suite of metrics gives you a more holistic understanding of what’s working or not, so you can make sure your roadmap is addressing functionality that will have a positive impact. 

There’s no one-size fits all approach to analyzing intent performance. But, with the right framework in place, you’ll be in a better position to identify what’s actually working (or not) and build the right bot improvement plan.

 

Want to hear the full webinar? Click here to watch on demand.

 

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David Trotter

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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.

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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.

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Nitin Singhal

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

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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.

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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.