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The People Behind the Machine

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Wysdom provides a unique Virtual Agent Operations service, continuously analyzing and optimizing every conversation ensuring our customer’s virtual agents are always performing at their very best. There are many tasks that take place every day as part of virtual agent operations and it takes a team with diverse skills to ensure that every aspect of the chatbots are optimized.

Here are a few of the things the virtual agent operations teams are always working on:

Model Training

Training an ML-based system never ends, as it needs to continuously learn new questions, commands, language and contextual clues from actual customer behaviour which is then fed back into the system. These can range from an enhancement of algorithms to augmentation of training vocabulary and word-embeddings used in deep learning.

Content Optimization

Once your virtual agent is live, we are always running analysis and looking at ways to further personalize the content and customize journeys unique to your brand.

  • We fill gaps with custom content and map it to the appropriate customer journeys (including any brand-specific terminology)
  • We help you create contextual answers that might be missing and prepare them for future training processes

Context Optimization

Context is important to integrate into a conversation to better understand the customer’s needs. We look into how and why context has helped satisfy a customer, where additional context can be valuable, and adjust messaging accordingly.


Our team of linguists performs their own analysis on the system data and compare it with global trends. This ensures your systems always respond to end users appropriately and in modern and audience demographic appropriate parlance.


We have machine learning & artificial intelligence experts who work on the algorithms that underpin the virtual agent technology and create new models for future use. We have teams of back-end and front-end developers who work on integrating the virtual agent platform with enterprise systems, creating and updating the SDKs and APIs.

Conversational UX Design

The conversational flow and channels supported are critical to an exceptional customer experience. Through our understanding of AI capabilities and limitations, we will redesign and reformat to meet or exceed end user expectations.

UX Design

The placement, language and aesthetics of your virtual agent will have a significant impact on customer experience. We work with enterprises to integrate graphical elements within your system, customizing the SDKs to exactly match the enterprise’s brand guidelines and requirements.

Business Analysis

It is critical to understand the ROI on a virtual agent given they require a material investment of time and money. We can identify challenges your AI can help overcome through automation and conversation and the corresponding revenue generated and savings. Once your system is live, we continue enhancing its effectiveness and report on specific needs.

System Support

Our virtual agent DevOps teams ensure 99.99% system uptime using fully automated monitoring and scaling to optimize performance, security and availability. Zero downtime upgrade support is available.

If you want to learn more about how our team can optimize your virtual agent, contact us 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.