Optimizing Virtual Agent for the Largest Airline Carrier in the Middle East

Solution

Quantiphi analyzed and reviewed the virtual agent on the following four major pillars:
1. Dialogflow Design
2. Microsoft Bot framework design
3. Conversation Design
4. End-to-end code review

We created multiple solutions for demonstrations and helped the customer improve their accuracy and enable a rich user experience. A complete report was created based on the Industry Standard best practices followed to develop the virtual agent. Also, we designed optimization techniques and evangelized suggestions to incorporate the best practices wherever applicable and necessary. Finally, a complete review of the virtual agent was captured in an industry standard documentation and an agent training optimization process was developed for the customer’s perusal.

Result

Fully deflecting 30% of calls by designing the succinct conversations and interactive screenwriting
Increased the virtual agent success rate by 5-10% by designing the dynamic fallback responses based on the context of the user query
Improved conversation design by ~70% by increasing coverage of the best practices across all use cases
A complete review of the virtual agent was captured in an industry standard documentation and agent training optimization process was developed for the customer’s perusal.