International Business Machines Corporation
COMPARING PERFORMANCE OF VIRTUAL ASSISTANTS

Abstract:

A system and method compare performance of virtual assistants. A user selects metrics for evaluating two or more virtual assistants, and these metrics may be weighted by the user. One or more chat sessions from each virtual assistant are then analyzed using the weighted metrics to generate a score for each chat session. The scores of chat sessions of different virtual assistants are then compared according to the selected weighted metrics, and a recommendation of a virtual assistant may be made based on the score comparison. The evaluation of multiple virtual assistants allows comparing these virtual assistants to determine which provides the better customer service according to the selected weighted metrics.