Last Words
The last thing customers told your bot. 'Fine' isn't thanks.
The job
Grades every AI agent by the words customers leave it with, telling real thanks apart from resignation, anger, silence and requests for a human. Reports a resolution rate that allows for resignation beside the billed one, and fixes topics where customers leave defeated.
The moment
In the weekly review, the CX lead looks at a wall of the last words customers left the company's bot with, set out like a wall of epitaphs.
The most common last word this week was "fine".
61% of the customers who said it came back within 48 hours.
The CX lead taps the word, and its letters scatter into what those customers did next. What looked like a polite goodbye was a failure.
What it does
- Log the fix and owner
- Draft the fix brief
- Send the brief to the agent owner
- Label a conversation's class
- Read the conversations
What you see
A typographic wall of last words, like a wall of epitaphs, where tapping a word scatters its letters into what those customers did next
What it moves
The bot's resolution rate after allowing for customers who gave up, for each bot and topic, against the billed rate, and the share of last words that are real thanks.
Built for
- Product & digital
- CX leaders & VoC
- Frontline staff
- Partners & ecosystem
