Laura Meschi

Being used to coding and in the backend, you have to be an engineer and developer to set this up or to even test. This was kind of my bread and butter because you actually need someone that knows the business and how the customers are asking questions in order to set this up effectively.

Being used to coding and in the backend, you have to be an engineer and developer to set this up or to even test. This was kind of my bread and butter because you actually need someone that knows the business and how the customers are asking questions in order to set this up effectively.

Being used to coding and in the backend, you have to be an engineer and developer to set this up or to even test. This was kind of my bread and butter because you actually need someone that knows the business and how the customers are asking questions in order to set this up effectively.

So I felt it was a very rewarding adventure for someone like me that is not a technical person, but got out of it quite a lot and learned a lot about technology. Amazing.

So I felt it was a very rewarding adventure for someone like me that is not a technical person, but got out of it quite a lot and learned a lot about technology. Amazing.

So I felt it was a very rewarding adventure for someone like me that is not a technical person, but got out of it quite a lot and learned a lot about technology. Amazing.

Well, it takes a lot of time to quality check the interactions. And it takes longer than I expected, I have to say. It's quality checking and testing and troubleshooting and changing the instructions as you go. In terms of training it, it's I feel the key here is to use historical interaction, which is something that is coming up with Salesforce.

Well, it takes a lot of time to quality check the interactions. And it takes longer than I expected, I have to say. It's quality checking and testing and troubleshooting and changing the instructions as you go. In terms of training it, it's I feel the key here is to use historical interaction, which is something that is coming up with Salesforce.

Well, it takes a lot of time to quality check the interactions. And it takes longer than I expected, I have to say. It's quality checking and testing and troubleshooting and changing the instructions as you go. In terms of training it, it's I feel the key here is to use historical interaction, which is something that is coming up with Salesforce.

So being able to base the testing and the quality assessment of the interaction with the virtual agent with historical interactions, it will be a game changer. Because now it was a lot of manual work for a human, funnily enough, to be able to be on top of the quality of the interactions and tweaking what needed to be tweaked in the back end to be able to improve the quality of the interactions.

So being able to base the testing and the quality assessment of the interaction with the virtual agent with historical interactions, it will be a game changer. Because now it was a lot of manual work for a human, funnily enough, to be able to be on top of the quality of the interactions and tweaking what needed to be tweaked in the back end to be able to improve the quality of the interactions.

So being able to base the testing and the quality assessment of the interaction with the virtual agent with historical interactions, it will be a game changer. Because now it was a lot of manual work for a human, funnily enough, to be able to be on top of the quality of the interactions and tweaking what needed to be tweaked in the back end to be able to improve the quality of the interactions.

So we wrote up the use cases and we did a lot of testings based on different iteration of the same questions. And we used previous interactions with customers that we entered into the system and tried to test the reaction of the LLM.

So we wrote up the use cases and we did a lot of testings based on different iteration of the same questions. And we used previous interactions with customers that we entered into the system and tried to test the reaction of the LLM.

So we wrote up the use cases and we did a lot of testings based on different iteration of the same questions. And we used previous interactions with customers that we entered into the system and tried to test the reaction of the LLM.

So at the moment, our QA is human driven, meaning that we review a certain number of interactions per day. And we have put together a form where we score the questions. quality of the interaction, if there were any issues, if the issue needed to be escalated and if it was escalated correctly. And then whenever there is an issue flagged via this QA process, us and the development team that we have

So at the moment, our QA is human driven, meaning that we review a certain number of interactions per day. And we have put together a form where we score the questions. quality of the interaction, if there were any issues, if the issue needed to be escalated and if it was escalated correctly. And then whenever there is an issue flagged via this QA process, us and the development team that we have

So at the moment, our QA is human driven, meaning that we review a certain number of interactions per day. And we have put together a form where we score the questions. quality of the interaction, if there were any issues, if the issue needed to be escalated and if it was escalated correctly. And then whenever there is an issue flagged via this QA process, us and the development team that we have

work together with to set this up. We'll go in and try to see if it's an actual bug or whether it's just a tweak of an instruction, whether we need an additional KB article, whether we need to change the existing KB article. So there is a lot of trial and error. And at the moment, there is no functionality to bulk test or bulk QA, which I think in the future is coming and it will be very handy.

work together with to set this up. We'll go in and try to see if it's an actual bug or whether it's just a tweak of an instruction, whether we need an additional KB article, whether we need to change the existing KB article. So there is a lot of trial and error. And at the moment, there is no functionality to bulk test or bulk QA, which I think in the future is coming and it will be very handy.