As thousands of enterprises “hire” and manage an army of automated Intelligent Assistants and bots, old-guard measurements like capture rates and average handle times have lost all meaning. Emerging measures like speed to value, customer retention rates, and task completion that span multiple turns and conversations over time now come into meaningful view. Opus Research founder Dan Miller and research director Derek Top will expand upon their research of key performance indicators to detail the metrics that matter as enterprise executives task Intelligent Assistants to deliver correct answers and recommendations consistently at large scale.
Dan Miller, Lead Analyst & Founder
Derek Top, Analyst & Director of Research