... Relying on traditional IVR and chat metrics to assess conversational AI performance leads to unreliable, unhelpful insights. To truly understand how conversational AI impacts ROI and customer experience, service and support leaders need to implement specific KPIs to reveal the key drivers and barrie ...
Analyst(s): Ian Elliott
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Analyst(s): George Spafford | Chris Saunderson | Hassan Ennaciri | Daniel Betts