Who Said It?
Customer, bot or rulebook? Guess, then fix the words that cause handovers.
The job
Finds the words customers actually use that the bot and the knowledge base don't recognise, ranks them by the handovers to humans they cause, sends the alternatives to the bot owner, and proves "I didn't understand" moments fall.
The moment
Teams play a quiz: for each line, guess whether a customer, the bot or the official rulebook said it.
The product team scores 4 out of 10, and mistakes one of their own bot's replies for an angry customer's.
The frontline team rewrites the knowledge-base line on roaming. It matches customers' own wording 83% of the time, against 12% for the official line.
Someone clicks Ship, and a ticket goes to the bot owner before the session ends.
What it does
- Add a term pair to the lexicon
- Ship a synonym pack or winning rewrite to the bot owner
- Update KB and bot answer text
- Record round and duel scores
- Open a line's source conversation
What you see
Guess-who card quiz with a multilingual lexicon reveal and a Translate Us Back duel, on top of an always-on lexicon ledger
What it moves
Weekly messages showing confusion or asking for a human on the updated topics, and the share of those conversations the AI agent handles without a human.
Built for
- Product & digital
- QA, training & knowledge
- Marketing, brand & comms
