Solutions
Automated QA
Be confident your customers are receiving the high quality of service you demand.
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Automated QA uses artificial intelligence to monitor, evaluate, and improve the quality of customer service interactions. It can analyse ALL your voice/or text interactions between agents and customers, assessing factors like response accuracy, adherence to protocols, tone, and customer satisfaction. Machine Learning (ML) is used to understand and benchmark high-quality service, providing insights and feedback to improve future interactions.
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Complete, continuous and objective monitoring of all customer interactions, ensuring consistent quality control that is not feasible with manual reviews.
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Provide real-time suggestions or corrections to agents during customer interactions, helping them to improve their performance on the spot.
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Analysing a vast array of interactions makes it easy to identify common areas of strength and weakness; informing targeted training programs for agents.
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Get a gauge on customer sentiment and satisfaction, providing valuable insights into the overall operational effectiveness.
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Brochure| Automated QA
Elevate efficiency and accuracy in your service operations to improve customer satisfaction.
Analyse every conversation, track agent performance, and carry out end-to-end coaching, spend less time analysing, understand quickly and take action more immediately.