Tomorrow's Exam
Every Monday the bot and the floor sit this week's customer exam.
The job
Predicts the questions customers will ask this week, tests whether the bot and the agents can answer them, fixes the gaps before the questions arrive, and holds the prediction itself to account.
The moment
Every Monday, the app predicts the questions customers will ask that week and sets them as an exam for the bot and the agents on the floor. The predictions are sealed in an envelope.
By Monday noon, the marked sheet shows neither the bot nor 60% of agents can answer a question about a new permit rule that 4,000 customers will ask on Tuesday. Failing it would cost $96,000.
The gap is fixed before the question arrives.
On Friday the envelope opens, the question is stamped as asked, and it was answered correctly 94% of the time.
What it does
- Seal the paper
- Bot sits the exam
- Floor sits the quiz
- Publish a fix
- Send the huddle brief
What you see
Exam paper sealed in an envelope on Monday, a red-pen marked answer sheet, and a Friday opening with ASKED / NOT ASKED stamps
What it moves
The share of the week's predicted questions the bot and agents answer correctly before customers ask, the handover and repeat-contact rates on those questions, and how accurate the predictions were.
Built for
- QA, training & knowledge
- Frontline staff
- Contact-centre operations
