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.

Conversational
AI Lead

Leads all Conversational AI program activities, ensuring deliverables are of high quality and exceed client expectations.

Conversational
AI Specialist

Drives client success by building conversation flows, performing AI training and partnering with clients to enhance deployments.

Conversational
Experience Designer

Responsible for best-practice designs of the overall customer experience, including end-to-end dialogue flows and solution journeys.

Cognitive Data
Specialist

Responsible for AI performance, quality of the corpus and Virtual Agent training ensuring optimal performance.

Solution
Architect

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.

Data
Scientist

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

Containment

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.

Understanding

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.