10 How to improve your assistant
This chapter covers:
- Examining and deciphering where your assistant needs improvement
- Finding where your assistant is failing according to your success metric and rectifying these failures.
- Improving the assistant where it has the highest inaccuracy.
- Motivating virtual assistant owners for continuous improvement.
FICTITIOUS INC has deployed their virtual assistant to production, but they are not achieving the success metrics they outlined for the solution. The virtual assistant was supposed to reduce the burden on other customer service channels, but these channels have not seen a significant reduction in user activity. FICTITIOUS INC knows how to troubleshoot their traditional applications but does not know where to start troubleshooting their virtual assistant.
FICTITIOUS INC needs to quickly drill down into WHY their assistant is not performing well. They need to find out if their conversational flow does not work for users, or if the intent mapping they have done does not work, or if there is some other core problem with their assistant.
FICTITIOUS INC is in good company. Deploying a virtual assistant to production is not the end – it is only the beginning! Figure 1 demonstrates the continuous improvement in a virtual assistant’s lifecycle. Continuous improvement is broadly applicable in software projects, and it is especially applicable for virtual assistants.