First Answer Ticker
Bot fumbles a question at nine; the next customer hears the answer by ten.
The job
Turns each question the chat or voice bot could not answer into a published answer, and proves the next real customer received it.
The moment
A live board, styled like an airport arrivals board, tracks each question the chat or voice bot could not answer, with a stopwatch running from the first failed answer.
The team writes an answer to one of those questions and publishes it.
Nine minutes after it is published, the tile flips to show the first real customer who got the new answer, in the customer's own words, without being handed to a person.
The stopwatch stops at 58 minutes, a new team record, and the counter of money saved ticks up.
What it does
- Draft a multilingual answer
- Send for KB review
- Mark published
- Confirm the first contained conversation
- Publish to the KB
What you see
Live ticker with arrivals-board flip tiles and a pit-wall record board
What it moves
The minutes from the bot's first failed answer to the first conversation it handles alone, the money saved by avoiding handovers to people, and how much more the bot handles alone after each published answer.
Built for
- QA, training & knowledge
- Frontline staff
- Contact-centre operations
