Production conversations can reveal customer needs the original agent was not designed to handle.
@LATAMAirlines found that 13% of messages to its Concierge agent were being classified as out of scope. After reviewing production traces, the team discovered that 95% were legitimate passenger needs.
Adding a customer-care specialist reduced the out-of-scope rate from 13% to 1% and improved the return rate by 6%.
Learn how LATAM Airlines and other CX teams are using production feedback to improve agent performance: https://t.co/9tgMzf99HU
AI agent — An AI system that doesn't just answer once but works toward a goal in a loop — taking actions, reading the results, and deciding what to do next.
Why it matters
Out of scope classifications are a place to look for demand, not just a failure metric.
