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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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