Misheard Word Museum
An exhibition of every word your voice bot mishears, and each restoration.
The job
Finds the accent-sensitive words that trip up the voice bot, fixes them one by one, and proves the share of calls the bot handles rose on the measure the contract is priced on.
The moment
The app displays each word the voice bot mishears like an exhibit in a museum. In one exhibit, callers saying booking were heard as saying baggage: 312 people who wanted to book a flight were sent to the baggage desk.
That cost 1,040 minutes of staff time. A new prompt asking callers to confirm what they meant goes live on Tuesday.
By the next release review, the share of these calls sent the wrong way has fallen from 11% to 0.8%, across 1,960 calls.
The exhibit moves to the restoration wing, and the running total of value restored reaches $214,000. The lead sends the poster of the month to the steering committee before the meeting ends.
What it does
- Commission a restoration
- Run synthetic-caller re-test
- Hang a new exhibit
- Send the Poster of the Month
- Open exhibit transcripts
What you see
Museum exhibition: a gallery of word-pair cards, a restoration wing, new arrivals and a monthly poster
What it moves
The share of calls the bot handles without a person for the affected requests, the dollars of staff minutes recovered, and how often each misheard word pair sends callers the wrong way.
Built for
- CX leaders & VoC
