From the first day that I started implementing AI Agents, I included a facility to be able to monitor both questions asked and answers given by AI. To date, many companies are not doing this.
There are many benefits to monitoring your AI Agent:
– To know what issues your customers have. You think your AI Agent covers everything, but you don’t really know.
– To know if your customers have any serious problems.
– To know what more to train your AI Agent on.
– To know if the question or problem was answered or solved
– To know if your customer wants to speak to a human. I recently asked an AI Agent of a large company that has been boasting about their newly launched and quality AI system to get an agent to call me – all it did was tell me to phone their call centre. Well, they lost out on me placing an order for delivery!
IF YOU CAN’T MEASURE IT YOU CAN’T MANAGE IT.
It takes a second or two to speedread through your dashboard of all questions and answers, to know the issues and concerns of your customers. It’s great market research. Even if there are 10 000 questions asked per day (there aren’t) just one or two people can easily monitor.
Of course I can go further and ask AI to flag only those conversations where the customer is unhappy or did not get the right answer. This will reduce the number of queries and as the AI Agent improves there will be fewer flagged conversations as well.
Unfortunately far too many companies don’t bother!
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