EC Theater 100 Session: New Performance Metrics For Intelligent Assistants and Bots
Dan Miller (Lead Analyst & Founder, Opus Research)
Location: EC Theater 100
Date: Monday, March 18
Time: 5:10pm - 5:30pm
Pass Type: Entire Event, Expo Plus, Exhibitor Booth Staff, Media, Speaker, Tue-Thu Conference - Get your pass now!
Track: Open to All, AI & Speech Technologies
Session Type: Free Education
Vault Recording: TBD
Findings from our recent reports shows that bots and virtual agents expanding their roles in the omnichannel self-service strategies of thousands of companies. Classic metrics surrounding Capture Rates, First Call Resolution and Customer Sat don’t suffice as executives monitor and refine their bots’ ability to recognize and fulfill customer requests, close sales and define engagement models that span time, channels and modalities.