Scorebuddy & Intercom Partner to Enhance QA and Support with AI

Scorebuddy’s AI-powered QA solution now available for Intercom users

Dublin, Ireland – February, 2025 – Scorebuddy and Intercom have partnered to give 27,000+ businesses worldwide easy access to AI-powered quality assurance via Scorebuddy’s market-leading QA solution.

Intercom users can now automate their QA process at scale and uncover CX insights quicker than ever, improving the cost-efficiency of support operations while driving up customer satisfaction metrics.

By expanding QA coverage with Scorebuddy’s AI features, Intercom users will have 100% visibility into their support operations, enabling increased efficiency, smarter decision-making, and more targeted coaching.

This powerful, seamless integration offers:

• GenAI Auto Scoring: Automatically evaluate up to 100% of interactions (for both human and AI agents), significantly reducing manual QA workload, shortening average time per evaluation, and exposing hidden CX trends.
• Customizable scorecards: Take full control of your QA with the most configurable scorecard builder on the market. Includes unlimited question and answer options, adjustable score weighting, auto-fail and critical fail measures, and more.
• Multi-level reporting: In-depth QA reporting, alongside an optional business intelligence add-on, brings new perspectives on agent and team performance at every level of your support operations, so you can make truly data-backed decisions.
• Personalized dashboards & automated workflows: Get real-time insights into agent performance and drive CSR engagement with personalized dashboards. Automate your QA workflows to drive efficiency without sacrificing accuracy.
• Integrated learning management system: Scorebuddy is the only QA platform with an integrated learning management system, so you can cultivate a culture of continuous development among your support team.

And it’s important to note that this partnership is hands-on at every level—Scorebuddy uses Intercom for its own customer support operations, while Intercom deploys Scorebuddy to power its QA program.

Beyond tech integrations, the power of the Scorebuddy-Intercom partnership lies in a shared vision for the future of AI in QA and customer support—it’s about combining the strengths of human agents and artificial intelligence to bring out the best in both and deliver unrivalled customer experiences.

Book a demo today to see how Scorebuddy’s AI-powered QA can enhance support operations for Intercom users.

About Scorebuddy

Scorebuddy is a market-leading contact center quality assurance platform that uses embedded AI solutions, combined with conversion analytics, to help businesses boost customer experience, engage agents, and leverage rich data to deliver valuable insights.

About Intercom

Used by 27,000+ businesses globally, Intercom is the world’s only AI-first customer service platform, enabling users to enhance the customer experience, improve operational efficiency, and drive faster growth through stronger relationships.