# Score AI

> Score AI offers AI-powered solutions designed to automate and enhance Quality
> Assurance (QA), agent coaching, and analytics for Customer Experience (CX)
> teams. The platform integrates with existing CX tools and workflows to ensure
> comprehensive oversight, continuous training, and actionable insights from
> every customer interaction.

## Key Features

### AI Quality Assurance

-   Automatically audits 100% of customer interactions across channels (email,
    calls, chat, social).
-   Customizable scorecards tailored to business processes.
-   Monitors compliance and SOP adherence.
-   Scalable QA reviews with real-time, context-aware analysis.

### Proactive Agent Coaching

-   Highlights individual strengths and weaknesses using AI analytics.
-   Delivers personalized, daily agent summaries and feedback.
-   Tracks and documents 1:1 feedback sessions.
-   Identifies and replicates winning agent behaviors.

### Voice of Customer Analytics

-   Auto-categorizes customer concerns into structured topics/sub-topics.
-   Enables root cause analysis and sentiment detection.
-   Tracks evolving trends and customer pain points to reveal satisfaction
    drivers.

### Conversation Intelligence

-   Analyzes speech pace, filler words, and moments of silence.
-   Provides Smart Transcription and conversation tagging for fast review.
-   Assigns speech-based scores and flags conversations needing immediate
    attention.

### AI Roleplays

-   Simulates real-world scenarios with AI personas for training.
-   Accelerates the ramp time for new hires (up to 60% faster).
-   Enables fast, confident adaptation to product launches and evolving CX
    challenges.

## AutoQA

[AutoQA](https://www.usescore.ai/solutions/auto-qa): Score AI's Auto QA solution
offers a comprehensive, scalable 360° quality assurance platform designed to
transform quality monitoring in contact centers. This solution aims to increase
QA coverage to 100% by automatically auditing every customer interaction (calls,
emails, chats) and scaling the review process efficiently and cost-effectively.

-   60% faster agent ramp-up with automated feedback.
-   Fully customizable AI scorecards tailored to unique business processes.
-   End-to-end process auditing, not limited to conversation quality but
    extending to post-interaction tasks (e.g., filling CRM fields or submitting
    forms).
-   Ensuring SOP adherence by verifying information accuracy based on internal
    knowledge base and systems.

## AI Roleplays & Simulations

[AI Roleplays & Simulations](https://www.usescore.ai/solutions/ai-roleplays-and-simulations):
Score AI’s AI Roleplays and Simulation Software is designed to accelerate and
deepen training for customer support agents by focusing on practice, not just
theory. Unlike traditional training methods that rely on static decks or
manuals, Score AI offers dynamic, interactive experiences that mirror real
customer interactions. This ensures agents are fully prepared from day one.

-   Reduces agent ramp time by up to 50%, allowing teams to adopt new processes
    in hours, not weeks.
-   Empowers agents to learn through realistic scenario-based practice,
    addressing the shortcomings of traditional theoretical training.
-   Simulates diverse real-world customer personalities, moods, and objection
    styles for extensive, tailored practice.
-   Automatically assigns targeted roleplays based on individual agent QA scores
    to close skill gaps and improve performance fast.

## Agent Coaching Software

[Agent Coaching Software](https://www.usescore.ai/solutions/agent-coaching-software):
Score AI’s Agent Coaching Software is designed to elevate agent performance and
accelerate skill development through AI-driven, data-backed coaching in contact
centers.

-   Daily AI Feedback: Provides agents with daily, automated insights based on
    their latest interactions, encouraging proactive self-coaching and continual
    improvement.
-   Targeted Performance Guidance: Analyzes every conversation to deliver
    personalized, actionable feedback on specific strengths and areas for
    improvement for each agent.
-   Accelerated Onboarding for New Agents: Helps ramp up new agents quickly with
    effective, tailored coaching—enabling them to reach maximum potential
    faster.
-   Actionable Insights from All Interactions: Leverages data from all customer
    conversations to deliver targeted coaching and reveal the authentic voice of
    the customer.

## Voice of Customer Analytics

[Voice of Customer Analytics](https://www.usescore.ai/solutions/voice-of-customer-analytics):
Score AI's Voice of Customer Analytics solution empowers organizations to
extract actionable insights and trends from every customer interaction.

-   Comprehensive Concern Mining: Automatically identifies primary and secondary
    customer concerns across all conversations. Auto-categorizes issues into
    structured topics and sub-topics, making it easy to generate reports and
    take proactive action.
-   Trend & Sentiment Tracking: Continuously monitors recurring and emerging
    customer concerns, surfacing shifts in customer needs or pain points.
    Enables the creation of effective SOPs for agents using real customer data
    and trends.
-   Deep Sentiment Analysis: Goes beyond traditional metrics like CSAT by
    analyzing customer sentiment directly from interactions. Allows supervisors
    to quickly locate and review conversations with low customer satisfaction.
-   Root Cause Analysis: Helps organizations address gaps, enhance the customer
    experience, and improve retention.

## Pricing

-   [Pricing](https://www.usescore.ai/pricing): Custom plans starting at $0.08 /
    interaction audited.

## Demo

-   [Book a Demo](https://www.usescore.ai/demo): Book a hands-on demonstration
    to explore how Score AI helps customer-facing teams.