Bad reviews

We keep track on customer reviews using Skilla. Recently, one of our games received two consecutive bad reviews such as the following:

Well, that doesn’t seem right. We are supposed to be up-selling quite rarely.

Read the transcripts

Luckily, we’ve been using our internal sessions explorer named Zigmond. In Zigmond we found that most sessions did not seem to up-sell at all:

Search for relevant sessions

According to the customer reviews mentioned above, the player was offered to buy the “Grandmaster” (our purchasable). All we had to do was type “Grandmaster” in the search box:

More transcript reading

There it was: we could clearly see that most sessions containing the term “grandmaster” were full of “Tip” intents:

Conclusions

Zigmond gave us the insight that we should make “Tip” intent less accessible by dropping some of its sample utterances. More accurate detections dramatically reduce customer frustration.

Stay tuned for updates.

Here are some recommendations to help you get more from your skills:

1. Keep track of your customer reviews. You can use Skilla to do that.
2. Read what your users are saying and hearing. You can use Zigmond to do that.