Whether identified as bots, copilots, virtual agents or agent assistants, Conversational AI is permeating enterprise IT infrastructure. Yet, as we enter 2024, IT managers and CX specialists, alike, lack fundamental understanding of the costs associated with bot deployments and whether those costs are justified by their ability to meet customer expectations within the constraints set by decreasing budgets and workforce considerations. This is exacerbated by the expectation that advancements in Conversational AI enable virtual assistants to augment their human counterparts and, where feasible, directly handle customer requests.

AI-Driven Bots Join the Workforce

Recognizing this trend, Calabrio, a leader in workforce management (WFM) software, has strategically acquired Wysdom.ai, a provider of AI-driven virtual agent analytics and chatbot quality scores. This acquisition positions Calabrio to support its customers in their shift towards augmenting human agents with AI-powered capabilities. Since its inception in 2012, Wysdom.ai has developed and refined a suite of analytical tools that comprise an Operations Center for managing bots by applying the proper performance metrics and ascertaining the true cost of each automation.

Leveraging Conversations to Measure Bot Performance

Wysdom.ai’s Operations Center for chatbot analytics offers several core capabilities to measure ongoing bot performance and enhance virtual agent performance:

• Bot Automation Score (BAS): This score continuously assesses a bot’s effectiveness in automating conversations, based on key indicators in every interaction. It helps in setting targets and analyzing factors affecting the BAS.
• Cost per Automated Conversation: This metric indicates the financial efficiency of AI bots, showing the expenditure for each automated conversation.
• Bot Experience Score (BES): The BES dynamically calculates customer satisfaction from every conversation, providing insights into how customers perceive their interactions with the bot.
• Signal Analysis Chart: This tool identifies the source of performance issues, enabling quick resolution of problems.
• Conversation Topics: Utilizing AI, this feature categorizes conversations for easier analysis, improving the review of conversation performance.
• Virtual Agent Optimization: It visualizes key trends and metrics for improving virtual agent performance, including volume trends, containment, feedback analysis, and NLU training opportunities.

These capabilities combine to provide a comprehensive view of virtual agent performance and customer satisfaction, essential for brands looking to enhance their contact center operations. It is prescriptive as well as descriptive and is a much needed resource as companies struggle to build business models that reflect the true ROI for Conversational AI-infused implementations.

Calabrio’s Move to Support the AI-Augmented Workforce

The combined offering from Calabrio and Wysdom.ai fits neatly into Opus Research’s operational definition of “Conversational Intelligence.” It provides tools by which businesses can turn the content of conversations among customers and employees into critical insights. Wysdom.ai’s offerings are particularly relevant in the context of tracking and measuring the performance of automated chatbots and voicebots. This move by Calabrio is a smart response to the rapid advancements in Conversational AI, which has seen an upsurge in the use of virtual agents by companies. By integrating Wysdom.ai’s capabilities, Calabrio is improving its ability to empower brands with the necessary tools to leverage Conversational Intelligence, keeping a vigilant eye on the bottom line, along with meaningful measures of bot performance and in the context of a seamless customer experience.

Categories: Intelligent Assistants