System and method for performance measurement and improvement of bot interactions

1 . A method of evaluating bot performance, the method comprising:

assigning, by an automated caller dialer (ACD), one or more interactions to a bot, each of the one or more interactions comprising a connection between the bot and a first computing device;

establishing, by the ACD, the connection between the bot and the first computing device;

collecting, by a processor, bot performance data items, the performance data items generated during one or more of the assigned interactions, wherein the collecting comprises:

directly collecting from the bot bot performance data items; and

calculating bot performance data items based on collected bot performance metrics;

producing a bot performance output comprising bot performance data items;

assessing, by a second computing device, the bot performance output, the assessing of the bot performance output using a bot calibration form, wherein the bot calibration form comprises one or more update recommendations, and wherein the bot calibration form is linked to one or more of the interactions using a unique identifier; and

in response to the bot performance output being assessed negative, automatically amending source code of the bot based on an identifier to link a bot reply message, wherein the amending of the source code of the bot is performed using one or more of the update recommendations.

2 . A method according to claim 1 , wherein bot performance metrics are directly collected from bot-customer interactions.

3 . A method according to claim 1 , wherein bot performance metrics are generated from bot-customer interaction transcripts using natural language processing.

4 . A method according to claim 1 , comprising:

at the processor, retrieving bot update recommendations generated from collected bot performance data items and bot performance metrics.

5 . A method according to claim 4 , wherein bot update recommendations comprise modification of bot source code.

6 . A method according to claim 1 , wherein assessing the bot performance output comprises assessing the bot performance data items.

7 . A method according to claim 4 , wherein the bot update recommendations are generated from data from a quality management system, wherein the data comprises one or more of: manual bot evaluation data, automated bot evaluation data and bot calibration data.

8 . A system for evaluating bot performance, the system comprising:

a computing device;

a memory; and

a processor, the processor configured to:

assign, by an automated caller dialer (ACD), one or more interactions to a bot, each of the one or more interactions comprising a connection between the bot and a first computing device;

establish, by the ACD, the connection between the bot and the first computing device;

collect bot performance data items, the performance data items generated during one or more of the assigned interactions, wherein collecting comprises:

directly collecting from the bot bot performance data items; and

calculating bot performance data items based on collected bot performance metrics;

produce a bot performance output comprising bot performance data items;

assess, by a second computing device, the bot performance output, the assessing of the bot performance output using a bot calibration form, wherein the bot calibration form comprises one or more update recommendations, and wherein the bot calibration form is linked to one or more of the interactions using a unique identifier; and perform one of:

in response to the bot performance output being assessed negative, automatically amend source code of the bot based on an identifier to link a bot reply message, wherein the amending of the source code of the bot is performed using one or more of the update recommendations.

9 . A system according to claim 8 , wherein assessing the bot performance output comprises assessing the bot performance data items.

10 . A system according to claim 8 , wherein the processor is configured to:

retrieve bot update recommendations.

11 . A system according to claim 10 , wherein the bot update recommendations are generated from data from a quality management system, wherein the data comprises one or more of: manual bot evaluation data, automated bot evaluation data and bot calibration data.

12 . A method of assessing bot performance, the method comprising:

assigning, by an automated caller dialer (ACD), one or more interactions to a bot, each of the one or more interactions comprising a connection between the bot and a first computing device;

establishing, by the ACD, the connection between the bot and the first computing device;

receiving directly from the bot a first set of bot performance data items, the first set of performance data items generated during one or more of the assigned interactions; and

determining a second set performance data items based on collected bot performance metrics;

generating, by a processor using bot performance data items, a bot performance output;

evaluating, by a second computing device, the bot performance output, the evaluating of the bot performance output using a bot calibration form, wherein the bot calibration form comprises one or more update recommendations, and wherein the bot calibration form is linked to one or more of the interactions using a unique identifier; and

in response to the bot performance output being evaluated negative, automatically amending source code of the bot based on an identifier to link a bot reply message, wherein the amending of the source code of the bot is performed using one or more of the update recommendations.

13 . A method according to claim 12 , wherein bot performance metrics are directly collected from bot-customer interactions.

14 . A method according to claim 12 , wherein evaluating the bot performance output comprises evaluating the bot performance data items.

15 . A method according to claim 12 , comprising:

at the processor, retrieving bot update recommendations generated from collected bot performance data items and bot performance metrics.

16 . A method according to claim 15 , wherein bot update recommendations comprise modifying source code or script of a bot.

17 . A method according to claim 15 , wherein the bot update recommendations are generated from data from a quality management system, wherein the data comprises one or more of: manual bot evaluation data, automated bot evaluation data and bot calibration data.