Wysdom enables higher performing virtual agents on any VA platform, continually learning and delivering high-quality customer experiences

Wysdom is formed (as CrowdCare) in Toronto with the thesis that combining natural language processing technology with massive amounts of customer data will provide a much better question answering solution. The initial development team is hiring. Wysdom is launched, with the capability to divert 20% of customer queries and understand 20,000 different questions. Rogers launches their digital care solution powered by Wysdom.

With Wysdom, you get:

• Access to a tested, data-driven design and build strategy
• Virtual agent templates for your industry the Wysdom Exchange
• A team of experienced conversational AI experts
• Domain expertise in telco, utilities, retail, finance, and insurance

Wysdom accelerates your path to success

By taking advantage of Wysdom’s turnkey service, you’ll have the confidence of knowing that your virtual agent is working optimally, with minimal management on your end. And since Wysdom delivers as-a-service, they’re able to agree on and commit to achieving specific KPIs.

Wysdom Exchange: Enhance your AI with a massive, ever-growing shared library of AI data (models, customer journey templates, intents, phrases, responses, and small talk) to make your virtual agent more robust and the fastest learner in your industry.

Wysdom Conversation Analytics: Understand your customer’s behavior and unmet needs, how your conversational AI is performing, and where it can be improved with the company’s proprietary topic clustering technology.

Wysdom Optimization: Have an experienced AI team (conversation designers, engineers, editors, analysts, and translators) working together to continually optimize the customer experience for your AI applications.

Any Virtual Agent Framework: Leverage Wysdom’s breadth and depth of experience, best practices, and KPI guarantees to be quickly up and running on the virtual agent framework of your choice.

Virtual agent operations

An experienced team to deliver the best virtual agent possible: A virtual agent delivering exceptional customer service doesn’t happen without the proper amount of attention. You need to analyze every conversation end to end (virtual agents and live chat) and anticipate, identify and address situations before they become problems or lost opportunities. Wysdom’s virtual agent operations teams have the expertise, experience, and state-of-the-art tools to deliver the bot your business and customers deserve.

Experience means results: Wysdom operates virtual agents for some of the biggest brands in North America and Europe, making over 100 million conversations every year as effective as they can possibly be. No other vendor has this amount of experience in operating virtual agent platforms.

Turnkey service and the confidence of a guarantee: Outsourcing the difficult parts of virtual agent operations means more time in the day for your team to focus on your business. And when your virtual assistant is delivering great service, your team can worry less about current performance and focus on roadmap or other growth tactics. With the company’s Virtual Agent Operations,  can guarantee you that your VA will meet or exceed the mutually agreed KPIs.

Virtual Agent Optimization

The Virtual Agent Optimization module consolidates all of the detailed metrics and inputs needed to understand opportunities for improving the performance of the Virtual Agent.

• Detailed trends, highlights areas such as intent and response performance issues and specific inputs for Virtual Agent optimization 
• Ability to view the customer journey and associated feedback 
• Compare metrics to identify any underperforming areas or anomalies

Wysdom’s Operations Center

Leverage AI to analyze all of your customer conversations, gain consumer insights, and improve virtual agents on any platform.

• Wysdom “operates” more enterprise virtual agents than anyone else
• The key to continuous improvement is exceptional analytics
• Wysdom monitors/analyzes millions of conversations across channels, languages, use cases & platforms
• Wysdom developed the Operations Center suite for its own Virtual Agent operations team based on the needs of their ops team
• The Operations Center suite has been successfully deployed in banking, insurance, retail, utilities and government
• The Operations Center can provide a single view across multiple chatbot and live-chat platform

Conversation Analytics

The Conversation Analytics module uses advanced AI models to analyze millions of chatbot and live-chat conversations to automatically determine the contact reasons across multiple virtual agent and contact centre platforms.

• Analyze all KPIs by contact reason, delivering much richer insights for customer conversations
• Provides the capability to dive deeper to uncover insights, trends, anomalies, entities, related topics and more
• Search transcripts based on keywords or conversation ID and save for later reference

Ian Collins​, CEO & Co-Founder

Entrepreneur & investor, founded 7 tech companies in the last 25 years, raised over $100 million in venture capital. Had some good exits, some not so good. Also a partner in a property development business.

Specialties: Engineer, MBA, Entrepreneur & after many years I'm getting pretty good at turning ideas into real businesses.

“We create the best contact experiences for your customers with our team of experts, in depth analytics platform and proven methodology, guaranteed.”