Overview

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Quality AI builds on Contact Center AI Insights to enable comprehensive contact center quality evaluations, including individual conversations, live agents, and virtual agents.

Previously, contact center supervisors and quality analysts had to manually review and score conversations between contact center agents and end-users. Manual review often results in less than 1% of the entire volume being evaluated and agents being evaluated based on a small subset of the conversations they handle. This leads to being unable to capture business insights from conversations.

Quality AI automates conversation scoring so that all conversations are taken into account. In this way, Quality AI analyzes large amounts of conversation data to more accurately evaluate agent performance and gain near real time insights from customers' first party data. Some benefits include:

• Eliminate random sampling and analyze every conversation.
• Increase quality evaluation coverage from ~1% to 100%.
• Gain almost real-time visibility into live and virtual agent performance.
• Determine areas for improvement across channels.
• Derive valuable insights from conversational data, such as a topic with lower than average CSAT, trending themes over a period of time, and coaching opportunities.