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Virtual Agent Operations

An experienced team to deliver the best virtual agent possible

A virtual agent delivering exceptional customer service doesn’t happen without the proper amount of attention. You need to analyze every conversation end to end (virtual agents and live chat) and anticipate, identify and address situations before they become problems or lost opportunities. Our virtual agent operations teams have the expertise, experience, and state-of-the-art tools to deliver the bot your business and customers deserve.

Experience means results

Wysdom operates virtual agents for some of the biggest brands in North America and Europe, making over 100 million conversations every year as effective as they can possibly be. No other vendor has this amount of experience in operating virtual agent platforms.

Turnkey service and the confidence of a guarantee

Outsourcing the difficult parts of virtual agent operations means more time in the day for your team to focus on your business. And when your virtual assistant is delivering great service, your team can worry less about current performance and focus on roadmap or other growth tactics. With our Virtual Agent Operations, we can guarantee you that your VA will meet or exceed the mutually agreed KPIs.

Meet your Virtual Agent Operations team

Program Director
Responsible for overall client success, including end-to-end delivery and optimization.
AI Lead
Leads all Conversational AI program activities, ensuring deliverables are of high quality and exceed client expectations.
AI Specialist
Drives client success by building conversation flows, performing AI training and partnering with clients to enhance deployments.
Experience Designer
Responsible for best-practice designs of the overall customer experience, including end-to-end dialogue flows and solution journeys.
Cognitive Data
Responsible for AI performance, quality of the corpus and Virtual Agent training ensuring optimal performance.
Trusted advisor to the client and responsible for the technical and end-to-end solutions integration of Wysdom services, working with linguists, data scientists, innovators and more.
Implementation Engineer
The technical representative from the implementation team, responsible for solution integration of the enterprise-grade conversational AI experience.
Making our client's customer experience better by writing queries, building dashboards and preparing analytical reports for product performance.

We’ll guarantee the following KPIs


Maximize cost savings when your virtual agents handle customer requests without transferring to a live agent.

Handoff accuracy

Have confidence knowing customers are sent to the right queues when transferred to a live agent.


Ensure your virtual agents know exactly why customers are interacting with the contact centre. 

We can operate a virtual agent running on any of the top platforms

Focus and results: that’s the Wysdom difference

Conversational AI operations is all we’ve done since 2012. We know what it takes to create and sustain a successful virtual agent program. We’ve built a suite of AI management, customer journey management and insight-gathering tools to keep your virtual agents working the way they should.

We’ll meet your business objectives

Operational efficiency

Reduce call & live chat volumes and internal transfers by more than 30%.

Premium experience

Ensure customers love your virtual agent to the point of competitive envy. 

Revenue generation

Help customers when buying, and increase basket size with product recommendations.

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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.