How would you like a scalable team of AI evaluators at your disposal?
Scorebuddy is launching a new AI solution, building on our existing artificial intelligence offering, Scorebuddy CX, and adding significant new capabilities.
Introducing GenAI Auto Scoring, an AI-powered virtual evaluator that can audit up to 100% of support interactions, cut costs, and uncover insights in an instant.
Let’s explore what GenAI Auto Scoring can do for you.
You’ll be able to significantly reduce your cost per interaction compared to traditional QA evaluations. This will enable you to reallocate resources to activities like analysis and coaching that have a more direct impact on customer satisfaction metrics and revenue generation.
Better yet, you’ll be able to safely scale your quality assurance program without spending on added headcount, so you can ensure a cost-efficient approach to business growth, without sacrificing the quality of your customer experience..png?width=530&height=530&name=MicrosoftTeams-image%20(51).png)
You can go from evaluating 2 to 3% of interactions manually, to automatically auditing up to 100%—without having to expand your QA team and blow your budget. Imagine expanding your QA coverage 50x with zero spend on hiring?
This will also make your evaluations more accurate and transparent, eliminating bias and the possibility of human error from the process.
With AI handling a big chunk of the QA workload, your team will be free to focus on high-impact tasks like coaching, root cause analysis, and strategic process improvement. Plus, with 100% coverage, you’re better able to mitigate risk around regulatory compliance.
With the speed of GenAI Auto Scoring, the time it takes to evaluate an interaction is more than 100x faster than before. Not only does this significantly reduce the workload for your QA team, it also means agents receive feedback quicker than ever before—ensuring maximum impact.
With your evaluators no longer stuck reviewing run-of-the-mill interactions, they’re free to pursue more engaging, high-value work, improving morale and lowering the chances of attrition. The rapid speed of AI-powered QA means a greater ROI from your QA program, in a much shorter timeframe.
With AI supporting a more efficient QA process, you’ll be able to build detailed reports on agent performance, customer sentiment, and regulatory compliance in a fraction of the time it would take with a human-only approach. This means new insights in seconds, not days, and, vitally, insights that are backed by 100% interaction analysis, not a tiny sample size.
You can use AI insights to create personalized, hyper-relevant coaching sessions and training plans tailored for individual agents. Plus, AI is capable of flagging potential CX issues before they occur, so you can be proactive and address problems before they have a chance to escalate.
With GenAI Auto Scoring, QA managers can create a number of AI-powered virtual evaluators that will automatically audit up to 100% of interactions, with fully customisable scorecards and questions tailored to your specific needs, channels, and types of interactions.
Each AI scorecard follows the market-leading, highly customisable Scorebuddy template and translates it into a large language model (LLM) prompt offering the familiar Scorebuddy flexibility:
Interactions are assigned to your AI evaluators, just as they would be to human evaluators, using the rich filter set available. To avoid disputes, AI scores are kept separate from human scores for reporting purposes.
We want to stress that GenAI Auto Scoring is by no means a replacement for human evaluators.
Rather, the implementation of AI will expand and evolve the role of the QA evaluator as we understand it today. Instead of wasting their time reviewing run-of-the-mill interactions, your quality assurance team will be free to focus on more complex conversations that require human audit, as well as more valuable tasks like analysis, coaching, and strategy.
This will not only enhance the value of your contact center QA function—it will also improve morale and productivity across your quality assurance team.
Scorebuddy’s GenAI Auto Scoring works with your existing tools, including Intercom, Salesforce, Genesys, and many more. We understand the importance of a stable infrastructure, so you can expand QA coverage and leverage AI without disrupting your current workflows.
Our AI approach is holistic, incorporating different strands of artificial intelligence. With GenAI Auto Scoring, we’re establishing an outcome-driven QA tool that can provide immediate results, but we’re also looking to expand our AI capabilities in the near future.
We have positioned our solution to be able to quickly adapt and take advantage of the latest developments in a rapidly changing AI landscape.
As part of our work with artificial intelligence, we’ve been developing AI-powered translation and call transcription features. With increasing demand to serve a global customer base, the ability to perform multilingual QA will soon become a necessity. If you could leverage AI to instantly transcribe and/or translate an interaction, evaluators could then audit conversations more effectively in any language.
The introduction of generative AI to contact centers will both increase the need for agent coaching—and provide additional tools to facilitate learning and development. We’re exploring where AI could be deployed in the coaching workflow to support more personalized agent coaching at a greater scale.
For example, AI could audit a series of conversations handled by a specific agent, identify trends and patterns in that dataset, and use this information to highlight areas where the agent requires further coaching or support.
Say GenAI Auto Scoring continually showed that Agent A was scoring high for empathy and tone, but low for product knowledge, while Agent B was the opposite, an expert in emotional intelligence, but lacking the product knowledge to deliver quick resolutions.
In this scenario, applying a blanket coaching approach to both agents would be wasteful. Instead, you’d likely get the best results by delivering a product crash course for Agent A and soft skills training for Agent B.
These are just some examples of what could be possible in the near future. Working with our customers and strategic partners, we’ll be building on GenAI Auto Scoring to bring new solutions to the industry.
After thorough and extensive beta testing to confirm accuracy and reliability—which showed 95% accuracy versus human evaluators—GenAI Auto Scoring is available now.
Ready to scale to 100% QA coverage, cut your costs in half, and find new insights in seconds? Book a demo now.
