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June 26
Keynote
Moving Towards Data-Driven Assessment of Bot Success
In order to drive customer experience, consumer brands need to know whether agent-consumer interactions were successful. In human-human interactions we know how to deduce resolution and satisfaction from post-conversation surveys, or, preferably, from automatic methods such as tracking of the dynamic sentiment of the conversation. I will show that these approaches are not successful in human-bot interactions, and will share how we understand the problem of automatically understanding the outcome of a bot-consumer interaction in LivePerson.
Location
About
LivePerson
LivePerson makes life easier by transforming how people communicate with brands. LiveEngage, the company's enterprise-class platform, empowers consumers to stop wasting time on hold with 1-800 numbers and, instead, message their favorite brands just as they do with friends and family. More than 18,000 businesses, including Adobe, HSBC, EE, IBM, L'Oréal, Orange, PNC, and The Home Depot, rely on the unparalleled intelligence, security, and scalability of LiveEngage to reduce costs, increase lifetime value, and create meaningful connections with consumers.
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