With age comes wisdom — and, if you’re an AI-powered virtual agent — accuracy. At least for regulars at our new Training Center, which makes virtual agents smarter using real requests from real customers in real time.
How? By using your very own support data to identify your customers’ most urgent and common requests, and then using insights gained to refine your AI model's message and intent structures.
Not only does more accurate AI contribute to a smoother customer experience overall, you’ll specifically benefit from it in the following 3 ways:
Benefit 1: Efficiency
Your team will spend less time training your virtual agent while achieving the best possible results. The Training Center provides intent and message quality metrics and predicts the best actions based on these scores. All you have to do is drag and drop to follow what the AI suggests.
Benefit 2: Simpler use
With a bird’s eye view of all messages, trained or untrained, you’ll be able to keep track of your training to-dos and priorities. In our new Confusion Matrix, you can proactively spot and solve inaccuracies that provide the most risk to your AI model's accuracy.
Benefit 3: Scalability
Train new messages quickly and easily as they arrive, so your customer support team can increase agility and adjust to any changes in customer behavior without missing a beat.
How to level-up your bot
Betting on accuracy
Another immediate result of more accurate AI? A firm handle on deflection rates, according to our valued customer Superbet.
"We noticed that when expressions were not well trained, deflection rates dropped, the bot did not give a proper answer, or it answered with the default reply. In this case our customers or cashiers usually asked to be transferred to an agent, which was not we wanted," remembers Lavinia Pricopie, Call Center Manager for Retail at Superbet.
"With the new Training Center, I can solve confusions in minutes and always stay in control of the bot’s precision, confidence, and quality. Now I don’t have to worry about frantically looking for problematic messages and intents and I am saving so much time. The same tasks would easily have taken up to 5 times longer without the Training Center."
Virtual agents: the next generation
With our one-of-a-kind Training Center, your AI model will power a bigger and bolder generation of virtual agents.
They will stop escalating busy queries to your busy human agents at the drop of a hat. They will inch closer to providing the perfect mix of empathy and effectivity that your customers want. And they will contribute to the seamless customer experience that your business needs to provide.