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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.

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