What gets measured gets managed. But when it comes to IVR and chatbots, they’re often neither measured nor managed. That’s a problem because, with chatbots and IVR, you don’t just have a piece of tech. You have a bot workforce talking to millions of customers.
Unlike human agents, bots won’t complain if customers shout at them. They won’t ask for help. They won’t give up and leave out of frustration. They’ll keep delivering a terrible experience at scale.
Waterfield’s VP of Conversational AI, Kerry Robinson, outlines a framework for understanding, measuring, and managing IVR and chatbot performance.
You'll walk away with a clear framework and an actionable plan to understand and optimize the performance of your conversational AI. Whatever the platform.
VP of Conversational AI
An Oxford physicist with a Master's in Artificial Intelligence, Kerry is a technologist, scientist, and lover of data with over 20 years of experience in conversational AI. He combines business, customer experience, and technical expertise to deliver IVR, voice, and chatbot strategy, and keep Waterfield Technologies buzzing.
You could do so many things with conversational AI, but what should you do? And what’s it worth? How will you create a vision? Get stakeholders aligned? Create a measurement framework that keeps everyone on track?