Improving Agents with Conversation Reviews

Conversation reviews reveal where customers get stuck and which parts of your agent need attention.

Choose a useful sample

Review conversations from different days, channels, and customer intents. Include successful sessions as well as conversations with fallbacks or human handoffs.

Classify each issue

• Knowledge gap: the correct information was missing.
• Retrieval issue: the information existed but was not used.
• Instruction issue: the answer ignored tone, format, or business rules.
• Escalation issue: the agent should have involved a person sooner.

Improvement loop

1. Select 20 recent conversations.
2. Record the customer intent and outcome.
3. Group repeated failures by category.
4. Fix the highest-impact category first.
5. Retest with the original customer questions.

Track the result

Compare the same signals before and after each change: successful answers, fallback frequency, handoff rate, and repeated questions.

Change one major variable at a time. This makes it easier to identify what improved the experience and what should be reverted.