9:30am to 11:00am AEST, Thursday 27 August 2020
This Thursday, we welcomed Mel, James and David from Nuance technology who shared with us their experiences in measuring and benchmarking virtual assistants.
This was a well-received presentation (thank you community for providing your feedback) that explored what ‘good’ can look like. Mel shared her experience in analysis and using First Contact Resolution rates at various points in time to learn how a VA is performing. Mel also shared her knowledge of the development cycle of VA’s and the importance of iteration.
A key message of the presentation was understanding that when a VA is committed to launch, an agency is creating a new service offering for their users, and by extension the necessary resources and ongoing maintenance to do it well.
We had a roundtable with some updates from our members on how their VA’s are doing right now, as well as an icebreaker activity to find out what the community would like to talk about next. See image below for a snapshot of what topic was voted for most.
We also read through and confirmed our Terms of Reference, and how we want our community to operate until the end of the financial year (30 June 2021).
The meeting was facilitated by myself and Jamie Whitcombe, and hosted online via Zoom.
Snapshot of FunRetro board used for icebreaker and what we’d like to discuss next: