Containment measures the bot. Who is measuring the customer?
Containment is the number every AI business case is built on. It tells you the bot finished the conversation. Whether the customer's problem went away is another question entirely.
David Heneghan · 4 minute read
Copying what the best companies do well makes you a weaker version of them.
2 minute readProgramme designHow to get higher survey response ratesThe best questions in the world are worth nothing if nobody answers them.
4 minute readProgramme designVoice and IVR survey design: what to get rightIVR surveys catch customers straight after a call, which makes them some of the most valuable feedback you can collect.
3 minute readProgramme designSMS survey design: what to get rightSMS reaches customers wherever they are, and most people read a text within minutes.
3 minute readProgramme designChat survey design: what to get rightChat is one of the easiest channels to survey, because the customer is already there and already typing.
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