Laura Meschi

I liked working on it, but it wasn't the best when it comes to smoothness. Whereas now that type of negative feedback is virtually dissolved.

I liked working on it, but it wasn't the best when it comes to smoothness. Whereas now that type of negative feedback is virtually dissolved.

It was great to see that, especially because we were struggling with it so much in the menu-based bot era. Of course, The virtual agent is a little bit more sensitive to escalating the issue to humans because it can pick up the tone. A menu-based bot where you click through the options, it can't really feel your sentiment and tone of voice. So you have to be careful.

It was great to see that, especially because we were struggling with it so much in the menu-based bot era. Of course, The virtual agent is a little bit more sensitive to escalating the issue to humans because it can pick up the tone. A menu-based bot where you click through the options, it can't really feel your sentiment and tone of voice. So you have to be careful.

It was great to see that, especially because we were struggling with it so much in the menu-based bot era. Of course, The virtual agent is a little bit more sensitive to escalating the issue to humans because it can pick up the tone. A menu-based bot where you click through the options, it can't really feel your sentiment and tone of voice. So you have to be careful.

careful in tuning the instructions of the agent to avoid escalating as much as it would naturally do or organically do. Our escalation percentage in terms of interactions that are passed to humans has increased. But as I said, overall, I can see a better perception of the interaction with the virtual agent versus the bot.

careful in tuning the instructions of the agent to avoid escalating as much as it would naturally do or organically do. Our escalation percentage in terms of interactions that are passed to humans has increased. But as I said, overall, I can see a better perception of the interaction with the virtual agent versus the bot.

careful in tuning the instructions of the agent to avoid escalating as much as it would naturally do or organically do. Our escalation percentage in terms of interactions that are passed to humans has increased. But as I said, overall, I can see a better perception of the interaction with the virtual agent versus the bot.

And the number of repeated contacts from the same customer has decreased, meaning that the customer is not giving up on us on chat and reaching out via phone. But this new journey allows them to stay in the channel of choice and hopefully get to a nice resolution.

And the number of repeated contacts from the same customer has decreased, meaning that the customer is not giving up on us on chat and reaching out via phone. But this new journey allows them to stay in the channel of choice and hopefully get to a nice resolution.

And the number of repeated contacts from the same customer has decreased, meaning that the customer is not giving up on us on chat and reaching out via phone. But this new journey allows them to stay in the channel of choice and hopefully get to a nice resolution.

Exactly. And also an increase in escalated interactions. And by escalated, I mean passed over to a human, means a decrease in abandoned interactions. So as I said, you don't want your customers to give up on you. You want them to be able to reach a resolution and do it fast. So if the AI can do it, just interacting with the agent, Fine. If not, it's fine to pass it over to a human.

Exactly. And also an increase in escalated interactions. And by escalated, I mean passed over to a human, means a decrease in abandoned interactions. So as I said, you don't want your customers to give up on you. You want them to be able to reach a resolution and do it fast. So if the AI can do it, just interacting with the agent, Fine. If not, it's fine to pass it over to a human.

Exactly. And also an increase in escalated interactions. And by escalated, I mean passed over to a human, means a decrease in abandoned interactions. So as I said, you don't want your customers to give up on you. You want them to be able to reach a resolution and do it fast. So if the AI can do it, just interacting with the agent, Fine. If not, it's fine to pass it over to a human.

What you don't want is abandonment. So customers giving up on your agent, virtual agent, and choosing to phone us or email us.

What you don't want is abandonment. So customers giving up on your agent, virtual agent, and choosing to phone us or email us.

What you don't want is abandonment. So customers giving up on your agent, virtual agent, and choosing to phone us or email us.

I am trying to find different ways to leverage the FAQs side of things, as I said, so to increase and improve our knowledge base for the agent to have additional grounding, but also exploring more of

I am trying to find different ways to leverage the FAQs side of things, as I said, so to increase and improve our knowledge base for the agent to have additional grounding, but also exploring more of

I am trying to find different ways to leverage the FAQs side of things, as I said, so to increase and improve our knowledge base for the agent to have additional grounding, but also exploring more of