Ensure Regulatory Compliance and Protect Vulnerable Customers With AI-Powered QA

Safeguard your organization, ensure regulatory compliance, and protect vulnerable customers with flexible scorecards, embedded AI and 100% interaction analysis.

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QA Solutions to Guarantee Compliance & Customer Safety

Tailored solutions for betting & gaming companies

Challenge

Solution

Ensuring you care for customers

Scrutiny around responsible betting & gaming has significantly increased in recent years. You must have comprehensive safeguarding measures in place to protect your customers.

Vulnerable customer scorecards

Build custom scorecards with stricter scoring criteria for interactions involving vulnerable customers. Use AI auto-scoring to audit 100% of interactions and ensure total coverage.

Meeting regulatory demands

Increasingly complex regulatory demands and growing customer care responsibilities make compliance priority #1-especially as you scale operations across borders. Failure means severe financial and reputational damage.

100% compliance coverage

include auto-fail and critical failure compliance checks in your scorecards. Leverage 100% AI interaction analysis to ensure no compliance lapses are missed-even as you enter new markets and add extra staff.

Balancing AI and human agents

If you're not leveraging AI tools in your organization, you're falling behind. But how can you reap the benefits of increased efficiency without alienating your human reps?

Embedded AI solutions

Embedded AI solutions enable automated QA scoring and AI-powered evaluator assistance, streamlining the process and shifting the focus to coaching for better agent engagement.

Webinar: How to Manage the Quality of Customer Care

Join experts from Mazars for a deep dive on QA and customer care. Learn how to create a vulnerable customer framework, use AI to reduce the risk of human error, and more.

Our Betting & Gaming Track Record

How Games 24x7 Boosted QA Productivity by 20% with Scorebuddy

How Deriv Automated QA Reporting With Scorebuddy BI

How ConnectPay Used Scorebuddy to Boost Agent Performance and Mitigate Compliance Risk

See all case studies here

9 Practical Ways to Use Generative AI for Contact Centers

In this eBook, we'll take you through 9 practical ways to use GenAI in your contact center, including QA auto-scoring, 100% interaction analysis, AI-powered coaching, and more.

Download the eBook now

Expert Insights for Betting & Gaming Contact Centers

All the latest in QA and the betting & gaming industry

How QA Scorecards create Stronger Regulatory Compliance

This article will look at the importance of call center regulatory compliance, what it means, and how you can ensure that your contact center makes compliance a high priority.

State of generative AI in Call and Contact Centers

In this article, we’ll cover the impact AI has had on contact centers, the specific technologies that are transforming how call centers operate, and how companies can leverage AI tools to improve their operations

Call Center Regulatory Compliance and Security Risks

The call center is your first point of contact with your customers. It’s your opportunity to build relationships, develop loyalty, answer questions, gain more business, and grow your brand. However, all that reward comes with risks regarding consumer data protection and privacy.

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Our Betting & Gaming Customers

What do you like best about Scorebuddy?

This tool really helped speed up the quality review task for me. The scoring forms are auto-populated and I can view the form and the conversation being reviewed side-by-side, which is a big time saver. The dashboard allows an overview of my team's performance and I have a wide range of reports available that make it easier for me to analyze trends and address performance issues. It allows my team members to reach out to the reviewer directly, increasing accountability and improving the overall feeling around the process.

Nat Rossi, Customer Support Team Manager, Enterprise Customer

What do you like best about Scorebuddy?

An amazing tool when doing deep dives as it allows you to search through huge databases using very specific sets of parameters and keywords. This is very helpful when searching for voice of the customer on a given topic as you don't have to manually go through individual cases and this is very efficient.

Aleksandar Topalov, Enterprise Customer

What do you like best about Scorebuddy?

Scorebuddy puts all the necessary reports and tools for success on just one page. It is way quicker and more practical then the service used before, and it saves a lot of time both for agents and managers.

Andreia Tavaraes, Customer Support Agent, Enterprise Company

Betting & Gaming Partners

FAQ

How customizable are the scorecards? Can I tailor them to match our specific regulatory requirements and internal best practices?

Scorebuddy has the most customizable scorecard builder on the market, supporting numeric, non-numeric, and pass/fail formats as well as question weighting and auto-fail prioritization. You can design scorecards to align with your specific aims--including compliance requirements and internal quality standards.

To what extent can AI scoring be calibrated to align with our human evaluation standards, ensuring consistency?

Scorebuddy's allows you to create AI-powered virtual evaluators and audit up to 100% of interactions. You can apply different scorecards depending on the scenario and tailor scoring criteria by channel, interaction types, and more. Interactions are assigned to AI evaluators, as they would be to human evaluators. To avoid any disputes, AI scores are separate from human scores for reporting purposes. You can also request comments and causes, to see the context and reasoning behind the AI scores.

Can you provide audit trails to demonstrate compliance to regulators?

Yes, Scorebuddy's analytics and reporting tools will maintain an accessible audit trail, illustrating to regulators that you have done the necessary due diligence. Reports can be specifically tailored to suit different regulatory requirements and you can even highlight how you've addressed previously identified risks to ensure compliance.

How much does Scorebuddy cost?

Details of our different plans are available here. You can view the features included with our Business and Enterprise plans, as well as details of optional add-ons like Scorebuddy BI, Scorebuddy Coaching, and our integrated, fully featured learning management system.

How does the trial process work?

You book a meeting and tell us about your needs and challenges. Using this information, we design a custom trial just for you. You’ll have a dedicated account manager throughout the entire process and full access to our QA solution. At the end of the trial period, we’ll catch up and see how it went.

Is Scorebuddy ISO 27001 certified?

Yes, Scorebuddy is fully ISO27001 certified. You can read full details of our security and data usage practices here.