Wysdom, a Calabrio Company

Feeling a bit meh about bot-native reporting? When it comes to bot platforms, you often get basic reporting with just a peek into the data, showing numbers for volume, containment, and intent. Before you go all-in on creating your own bot analytics solution and invest time and resources, consider these 6 points 👉 https://hubs.li/Q02dBb9D0 #conversationalanalytics #botmetrics #WysdomOperationsCenter

Turn conversations into action with the Wysdom Operations Center 🚀 Want to boost your bot quickly? Swipe to see 3 ways conversational analytics can help make it happen 👇 #botimprovement #conversationalanalytics #WysdomOperationsCenter

Last year we polled our audience: How confident are you in your conversational bot management setup? 🫢 28% are just starting or not at all 😐 24% said it's somewhat implemented or needs improvement 🙂 43% said yes but it needs updating 😄 5% said it was perfect If you're in charge of a bot, just a heads up: sticking to a solid, regular management routine is really the secret sauce for smooth sailing now and into 2024 and beyond. Want a sneak peek into a complete bot management sprint? See the link in the comments below 👇 #botmanagement #botoptimization #conversationalanalytics

A year of new beginnings and endless possibilities awaits 🎉✨ Cheers to a year of growth, breakthroughs, and better bots. Happy New Year from the Wysdom team! #happynewyear2024

There's no one-size-fits-all way to analyze intent performance… But with the right framework, you can better figure out what's working and build a plan to improve your bot. Jay Athia from Wysdom shares 3 insights that offer a fresh perspective on measuring intent performance: 1️⃣ Analyzing intent performance isn’t enough Intent is how businesses view the conversation journey, but customers might see it differently. For an effective bot improvement plan, look at real customer conversations. Think of contact reason as an audit for your intent – it helps identify gaps between what's programmed and what happens. 2️⃣ Containment is a false measure of bot performance While containment might seem like it shows how well your bot handles conversations, it can be misleading. It only reveals what happened within the bot and doesn't indicate if the customer switched to a more expensive channel. Look at other signals like automation rates and sentiment, and importantly, consider the live agent call handle time for the same topic to get a full picture of intent performance. 3️⃣ Signs to look for when planning your bot improvement roadmap When planning to improve your bot, you'll have many ideas and input from different parts of the business. To ensure your changes have the impact you want, it's crucial to consider performance from various angles. For example, if containment is falling in a specific topic, your first instinct might be to fix it. However, checking experience metrics could show that the bot is doing well. On the flip side, if containment rates seem good, a closer look at automation or sentiment might reveal a decline in customer experience. 💡 Measuring performance across a suite of metrics gives you a more holistic understanding of what’s working or not, so you can make sure your roadmap is addressing functionality that will have a positive impact. #intentperformance #conversationalanalytics #botperformance

Looking for a better bot in the new year? First, learn what makes a bot stand out. Check out Ian Collins from Wysdom as he breaks down why customer satisfaction at an affordable price should be your priority 👇 #botexperience #conversationalanalytics #WysdomOperationsCenter

Still using containment as a measure of bot performance? Don���t bring that into 2024. You're overlooking situations where the conversation is automated but the customer still has a bad experience. For example: Getting caught in a loop of misunderstanding, before jumping ship to find help elsewhere. Learn how conversational analytics offer a more accurate measure of bot performance 👉 https://hubs.li/Q02dB6rJ0 #conversationalanalytics #containment #botperformance

Ever notice that customers don’t usually contact you about just one thing? Tariq Bethune, Conversational AI Solutions Manager at Wysdom, shows how the Operations Center quickly uncovers additional topics for creating better conversational journeys. Forget sifting through transcripts manually. The Operation Center’s AI model decodes them, bringing up secondary topics. It’s like going a layer deeper than intent, giving you the insights to anticipate the customer’s next move. With the Operations Center’s conversational analytics, you get the full scoop on why customers reach out. Plus it unveils hidden patterns in the data, helping you build a more complete conversation journey. #botimprovement #conversationalanalytics #WysdomOperationsCenter

To our employees, partners, and customers, thank you for being part of our journey. We wish you the warmest wishes for a season filled with joy and happiness.