We used our proprietary Conversation Analytics software to deep dive into customer conversations with their virtual assistant – and identify 370 content gaps (when a chatbot could have answered a question had it been programmed to respond). We then quickly created over 200 new intents and responses, leveraging 75,000 phrases from our Exchange to rapidly upgrade the system. Finally, we connected these customer experiences to their key internal systems. The upgrades let the virtual assistant independently provide personalized info, check balances, top up data plans, grant payment extensions and so much more. With these enhancements in place, the company started heavily promoting the virtual assistant on their websites, apps and social media channels.