Scale Your Quality Assurance
With Scorebuddy

Scorebuddy’s GenAI Auto Scoring solution automatically evaluates up to 100% of conversations based on predefined scoring criteria. You create your custom scorecard—just as you would for manual evaluations—and then the AI evaluator audits every interaction on your scoring list according to your criteria. This ensures that you can scale QA with ease, while still retaining control over the process.

When it comes to AI-powered quality assurance, we’re advocates of a hybrid model—you should always keep a human in the loop. This means letting AI handle routine evaluations while your human analysts focus on conversations that require more nuance. In doing so, you retain human judgment while still benefiting from the increased efficiency of automated QA.

Yes, Scorebuddy’s GenAI Auto Scoring solution is capable of auto-evaluating up to 100% of your customer conversations. On a practical level, there will likely always be a percentage of conversations that you want to assign to human evaluators, but the technology is capable of scoring every interaction automatically.

This level of QA coverage eliminates any blind spots, improves your ability to detect compliance risk, and gives you the full picture of your contact center operations and customer experience. Scaling from a sample size of 2 to 3% up to as much as 100% enables greater confidence in your decision-making process.

With Scorebuddy, you can deliver measurable improvements across your entire QA and contact center operation. This includes:

-60%+ reduction in manual QA workload thanks to automation
-Increased QA coverage up to 70% (from the typical call center sample size of 2-3%)
-Faster feedback loops and more impactful coaching for agents
-Clear improvements to CSAT and NPS within 6 months of adoption
-Expanded compliance monitoring and readymade audit trails

Scorebuddy helps you transform the QA process from a tickbox exercise to a strategic driver of performance, CX, and revenue in your organization.

Yes, over 50,000 agents across 300+ contact centers worldwide use Scorebuddy every day. That includes a significant number of cross-border enterprises and BPOs with multiple locations, business units, and languages.

Scorebuddy is built to support organizations with any number of agents—from less than 100 to over 1,000—and you can easily scale your QA process to match rising interaction volumes. With automated QA workflows, customizable scorecards, embedded AI, and more, you can ensure consistent quality standards no matter how complex your operations grow.

Scorebuddy comes with the most flexible scorecard builder on the market. Questions, answer types, weightings, pass/fail thresholds, and more are all fully configurable, so you can be sure that your QA evaluations align with brand standards, key metrics, and regulatory needs.

Additionally, you can create different scorecards for different teams, business units, channels, interaction types, and so forth. This ensures evaluation accuracy and helps you maintain QA consistency, while providing a central overview of the quality process in one place.