Monitoring Virtual Assistants: A Playbook for Effective, Scalable and Meaningful Measurement
Virtual assistants are no longer peripheral tools; they are central to customer engagement, acting as the digital front door to many organisations. However, measurement practices often lag behind, relying on outdated intent-era metrics that fail to capture the complexity of modern NLU and GenAI-driven systems. Our forthcoming white paper outlines the shortcomings of current approaches, then presents a playbook to help teams monitor, measure, and improve virtual assistants with confidence.
We’ll be sharing key recommendations that include: 
• Define success metrics across business, conversational, and operational dimensions
• Balance cost and quality deliberately, accounting for both NLU and GenAI considerations
• Make governance and compliance first-class elements of measurement frameworks
With adoption of these practices, organisations can transform monitoring from a reactive exercise into a proactive, strategic discipline. This will enable them to deliver virtual assistants that are not only reliable and efficient, but also safe, trustworthy, and aligned with business value.
Downloads for the Monitoring, Measurement and Analysis of Virtual Assistants Playbook
For instant access to the documents and to receive by email future documents, please complete the following form. You will get
- The Strategic Roadmap
- Practitioner Checklist
- White paper – Monitoring Virtual Assistants: A Playbook for Effective, Scalable and Meaningful Measurement
