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Benefits
Features
AI Quality Assurance
Automatically audit quality across 100% of your customer interactions (emails, calls, chats, social).
Scale your QA review process effortlessly and spotlight what needs your attention.
Custom scorecards for your specific business process
Monitor compliance and SOP adherence
Proactive Agent Coaching
Highlight strengths and weaknesses for each agent and generate personalized daily AI summaries.
Track 1:1 feedback sessions and provide actionable guidance for improvement.
Personalized feedback for every agent with AI Analytics
Idenitfy winning patterns and replicate to your team
Voice of Customer Analytics
Track unique and recurring customer concerns across all conversations - auto-categorized into topics/sub-topics.
Find out why your customer are reaching out and carry out root cause analysis.
Identify sentiments to highlight customer satisfaction cues.
Trends and patterns across all customer pain-points over time.
Conversation Intelligence
Track pace variations, filler words or dead-air across all conversations. With Smart Transcription and customized Conversation Tags you can review customer interactions at lightning speed.
Speech Score based on speech analytics like pace, filler words
Directly jump to conversations that need immediate attention
AI Roleplays
Practice real-world scenarios with AI Customer Personas
AI Roleplays simulate real CX challenges so your team learns faster, adapts quicker, and delivers better service-every time. Empower your team with confidence and real-world experience from day one.
Ramp new hires 60% faster and much more confident
Master product launches without training delays
AI Quality Assurance
Understands your internal policies
Audit conversations based on real-time data from external platforms
Context-aware analysis
Integrations
Score integrates with the tools your CX team already uses - from ticketing platforms to dialers, CRMs, and more. It also connects to your SOPs and knowledge base, so training and QA always reflect your latest processes.
Analyze. Review and Generate Insights from all customer interactions to boost agent performance and bring real customer voice to light.
FAQ
Top Questions About Using AI in QA and Training for Customer Support/Experience
