Overview
An outcome is measure as a successfully performed action by the AI agent. An outcome can currently be one of the following:
Check an ETA of a trip
Cancel a trip
Book a trip
Add a payment method
Leave a rider review
Rider registration
Check status of eligibility application
More outcomes are available
Important Information
Multiple outcomes can happen on 1 call. For example. A rider can ask for an ETA check, then books a trip shortly after. This would count as 2 outcomes.
Typically when a rider cancels a trip, the AI will read out the upcoming trips to the rider to confirm which one they would like to cancel. In this case, this would count as 2 outcomes.
Riders are also able to cancel multiple rides or book multiple rides per call, this would count as an outcome for each ride cancelled/booked.
A rider can ask for clarification on ETA checks, e.g asking for an ETA again - every time the AI performs an ETA check - this counts as an outcome. Some calls have multiple ETA checks.
If calls contain outcomes, they can still be transferred to a CSR. This often causes confusion with AI voice data.
If the rider asked for an ETA check and the AI reads out multiple trips, this only counts as 1 outcome.