Automatic Quality Score – a Gen-AI based solution that streamlines quality assessment, reduces subjectivity, and cuts the time spent assessing individual interactions. Gain full visibility into customer conversations, reduce costs, and improve processes for better overall performance.
The scoring model is AI Act ready and designed to support organisations preparing for upcoming EU AI Act requirements.
The outputs support coaching, process improvement, and understanding of service quality. They are not used for individual evaluation or employment decisions.
Manually assessing single calls is time consuming and often results in varying scores based on personal viewpoints. Automatic Quality Score assesses all calls objectively, following the same standard for each individual event. Eliminate manual scoring variability and get instant access to quality assessment of 100% of customer interactions instead of the small sample created by manual scoring. The quality scoring logic is transparent, helping organisations prepare for EU AI Act requirements such as explainability and human oversight.
With Automatic Quality Score, all calls go through systematic review and are given scores per each key element of the conversation as well as an overall score. This helps quality coaches and team leads find patterns in Agents’ performance to identify training needs. Full visibility into all calls offers opportunities to monitor Agents’ progress and the effects of training over time.
Automatic Quality Score assesses whether the customer’s issue has been resolved and if not, why. Use this valuable information to make changes to processes at the root level to reduce the number of repeat contacts, raise First Call Resolution (FCR) rates, and improve the customer experience.
