Riley Young

AI Agents (aka Bots) are being adopted like never before thanks to the advancement of AI. When deployed correctly, they can enhance the customer experience and save on operational costs for support departments. 

But how do you know your AI agents are doing a good job? 🤔

While most businesses are focusing on the resolution rate of their bots for their success metric, this doesn’t necessarily indicate that the cases they are solving have been done with a high quality, or that the customer's experience has been good. Increasing your bots resolution rate is a great end goal, but to get there you need a better understanding of the support your AI Agent is delivering. 

By adding your AI agents to your QA program you can get a better understanding of the interactions that take place, catch conversations where the bot gets stuck, and find the intents where your bots are less effective than humans. This can help make sure your AI agents are working to its strengths, and your customers receive a high quality interaction every time, regardless of what they are reaching out to you for.

Are you using AI agents in your support team? How are YOU ensuring they are doing a good job? 

Let us know in the comments below 🐾