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.

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.

Give us the difficult parts of virtual agent management

Knowing your AI is working optimally so your team can focus on more important tasks. That’s real Wysdom.

Wysdom is a conversational AI operations company that enables higher performing, lower cost conversational virtual agents, continually learning and delivering high-quality customer experiences.

© Copyright Wysdom 2021. All rights reserved.

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.

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.