Technology

Wysdom’s Operations Center

Leverage AI to analyze all of your customer conversations, gain consumer insights, and improve virtual agents on any platform.

Wysdom “operates” more enterprise virtual agents than anyone else

The key to continuous improvement is exceptional analytics

We monitor/analyze millions of conversations across channels, languages, use cases & platforms

Wysdom developed the Operations Center suite for its own Virtual Agent operations team based on the needs of our ops team

The Operations Center suite has been successfully deployed in banking, insurance, retail, utilities and government

The Operations Center can provide a single view across multiple chatbot and live-chat platforms

Wysdom’s Operations Center suite

Conversation Analytics

  • List of all contact reasons derived using advanced AI models
  • Millions of chatbot & live-chat conversations analyzed
  • KPIs by contact reason delivers unique insights

Virtual Agent Optimization

  • Everything needed to understand opportunities to improve the Virtual Agents
  • Detailed NLU analysis by intent
  • View by conversation flows to determine drop off points

Customer Behavior

  • Behavioral insights into how customers engage with virtual and live agents
  • Feedback analysis, live agent wait times, customer satisfaction across channels
  • Focus on intents that the Virtual Agent can contain

Virtual Agent Performance

  • Deeper dive into virtual agent metrics
  • Insights about how your bots are performing
  • Containment analysis

Conversation Analytics

The Conversation Analytics module uses advanced AI models to analyze millions of chatbot and live-chat conversations to automatically determine the contact reasons across multiple virtual agent and contact centre platforms.

  • Analyze all KPIs by contact reason, delivering much richer insights for customer conversations
  • Provides the capability to dive deeper to uncover insights, trends, anomalies, entities, related topics and more
  • Search transcripts based on keywords or conversation ID and save for later reference

Virtual Agent Optimization

The Virtual Agent Optimization module consolidates all of the detailed metrics and inputs needed to understand opportunities for improving the performance of the Virtual Agent.

  • Detailed trends, highlights areas such as intent and response performance issues and specific inputs for Virtual Agent optimization 
  • Ability to view the customer journey and associated feedback 
  • Compare metrics to identify any underperforming areas or anomalies

Virtual Agent Performance

The Virtual Agent Performance module provides a deeper dive into the Virtual Agent’s metrics and gives insights about how your bot is performing.

  • Detailed performance metrics across multiple bots, channels & languages
  • Ability to differentiate between intents that the Virtual Agent has the capability to contain, and those that require escalation to resolve 
  • Highlight metrics such as: contained & handed off conversations, message understanding, conversations by language, conversations by channel, all intents, intents contained, and intents

Customer Behavior

The Customer Behavior module offers behavioral insights into how customers engage with virtual and live agents.

  • Highlights areas such as customer satisfaction, new and returning customers, usage per customer and identify opportunities to improve customer experience and business processes 
  • Understand issues such as: why positive/negative feedback occurred, live agent wait times, identify usage per customer, and customer satisfaction across channels 
  • Similar to Virtual Agent Performance, there is ability to focus on either the intents that the Virtual Agent has the capability to contain, or those that require escalation to resolve

You can’t fix what you can’t see

The Operations Center provides clarity: one consolidated view of all chatbots, voice bots, live-chat, and voice calls, enabling all levels of the organization to monitor and manage customer conversations.

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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.