What gets measured get’s 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.
- Are your bots having good conversations?
- Are they hitting performance targets?
- Do you know what you need to fix?
- What could be improved?
- What new opportunities exist?
Join Waterfield’s VP of Conversational AI, Kerry Robinson who will outline a framework for understanding, measuring, and managing IVR and chatbot performance.
- Understanding IVR and chatbot performance
- Logging the correct data in the right way
- Using data to guide your Conversational AI program
If you’re a customer service or customer experience professional or a project, product, or business manager responsible for or interested in IVR and/or chatbots, this webinar is for you.
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.