Gain rapid insights with Moments, which highlights significant segments in recordings. Identify agent workflows such as call holds, tool usage, and flagged tickets for efficient coaching and process refinement.
Achieve a comprehensive understanding of complex interactions, optimizing decision-making and problem-solving for more impactful QA.
A balanced strategy that combines AI with human expertise to ensure optimal results in understanding human interactions, contextual decision-making, and creative problem-solving.
Assess business value
Go through each question in your scorecard and ask critical questions to determine the potential business value of implementing AutoQA. These considerations will vary based on your team’s unique needs but some examples to kick-start your discussions are:
Will the proposed AutoQA enhancements significantly impact business outcomes?
Does the improvement align with operational goals?
Evaluate time savings
Assess actual time savings possible through implementing AutoQA. Given the varied grading times for different QA questions—ranging from quick to time-consuming—breaking down the time spent grading each individual QA question can help you gain a clearer understanding of where AutoQA could optimize efficiency. This will help identify AutoQA-compatible questions and distinguish those that require manual grading.
Explore the variance in different QA aspects, particularly focusing on knowledge-related questions. This exploration will emphasize the importance of assessing the level of variance and the impact of back-end system dependencies on AutoQA effectiveness.