Goodcall’s AI Phone Assistants

Goodcall is a California-based startup that specializes in delivering AI-powered phone assistants that provide 24/7 coverage to companies across a wide range of industries. Their friendly virtual assistant offers high-quality customer service, while simultaneously automating repetitive tasks. Conversation Design Institute worked with Goodcall to develop a systematic way of measuring and improving the performance of their NLU model.

Goodcall wanted to understand where their conversational AI product and practices stood in comparison to other products in the market. In addition to this, they requested CDI to help identify areas of improvement that could subsequently be prioritized by their development team.   

As a result of a collaborative in-depth analysis by CDI and Goodcall’s development team of real-time customer interactions, the company asked us to assist them in further improving their existing intent training and their NLU model.

In order to better understand Goodcall’s situation, CDI’s experts initially performed an AI Assistant review: a complete assessment benchmarking a virtual assistant’s performance in terms of Conversation Design and AI Training. 

As a result of the review, our AI trainers were able to identify issues with the way that Goodcall was training their intents and, as such, suggested clear pathways to improve Goodcall’s NLU performance. 

Over a period of 6 months, our experts worked closely with their team to fully establish the roadmap of Goodcall and together work on the identified areas of improvement. Following CDI’s framework, a huge jump in NLU performance with an increase in correctness of 20% was increased.