Blog Home

AllTop Stories
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
AI & Technology in CX

Advancing Customer Service Metrics with AI Classifiers

November 22, 2023
0 minute read

Negative customer feedback can significantly impact a business's reputation, resulting in churn and lost revenue. To mitigate this risk, businesses are looking to ramp up their Quality Assurance workflows to detect and mitigate friction points in the customer journey before they impact business growth. 

Leveraging AI Classifiers and Sentiment Analysis with Novo’s Customer Service

In a recent Fireside Chat, we had the opportunity to speak with Novo, a leading mobile banking platform for small businesses, to learn more about the success their team is having using MaestroQA’s automated QA workflows, KPI dashboard and AI Classifiers to identify actionable insights that will have the greatest impact on customer satisfaction levels. 

In our discussion with Marcus Tatum, Quality Assurance Manager, he shared how his team uses MaestroQA's workflow automation and call center sentiment analysis to identify low-scoring DSAT tickets to perform targeted QA. While this automation has served Marcus and his team very well by not only identifying gaps in agent performance but also providing Voice of the Customer (VOC) insights into product and policy, it only captures feedback from customers who complete the CSAT survey, leaving out a potentially significant number of dissatisfied customers. 

In an effort to get a more accurate picture of what’s causing negative feedback from customers, Novo’s team is now leveraging MaestroQA’s automated transcription to analyze 100% of their customers' interactions to take their analysis of DSAT to the next level. They are even taking call center sentiment analysis one step further by revamping their approach to tracking negative sentiment by using MaestroQA’s AI classifiers and buildable logic to scan and surface the most meaningful tickets — enabling a new level of analysis and deeper quality metrics that didn’t exist before. 

How MaestroQA’s AI Classifiers Work

As an example, teams can build an AI classifier to scan tickets for signs of negative sentiment based on keywords specific to their business that indicate a negative customer experience. While the previous method of a blanket scan for negative sentiment was like a "black box," this new system is a “transparent box” and can be tailored to individual businesses.

MaestroQA’s transcriptions and AI Classifiers

Using Transcriptions to Identify Customer Service Insights

Using MaestroQA, Novo was able to uncover an issue that was occurring with mobile check deposits, where specific checks from the California State Government were being repeatedly rejected by their banking software. With the use of AI Classifiers, Marcus will be able to build reports using keywords associated with the "check rejection" issue to determine its frequency, identify which agents are skilled at handling these situations, and assess the negative sentiment resulting from these customer interactions. MaestroQA's highly accurate transcriptions will even enable the Classifier to listen for key phrases such as "check rejected, California, or deposit error" to identify phone calls discussing this particular issue. Novo’s QA team can also pull in other metadata from his HelpDesk to identify tickets where a customer started the conversation upset but was satisfied with the agent's response or conversations where a customer initially felt fine but became upset due to the agent's service or policy.

Benefits of Using AI Classifiers for Quality Metrics

By using AI classifiers, businesses can gain a more comprehensive understanding of their customers' issues and needs. Instead of relying solely on Manual QA or feedback from NPS and CSAT surveys, they can leverage AI-driven sentiment analysis to capture feedback from all interactions and use it to make data-driven decisions. This can lead to more efficient and effective customer service, as well as improvements in product and process design. Furthermore, the customizable nature of the classifiers enables businesses to develop new Quality KPIs to help make decisions regarding agent coaching, outsourcing, processes, and even product decisions.

With MaestroQA's AI classifiers, Marcus's team will be able to grade 100% of their tickets, gaining insights into trends and sentiment that will help them make better decisions. Marcus says, "Being able to understand everything that's going on and its full context and how often it's happening and understand the trends that help us make better decisions for sure."

MaestroQA’s KPI Dashboard & Custom KPIs

Secure Handling of Sensitive Information with MaestroQA

As a financial institution, Novo requires a tool that can meet its unique needs and accommodate the sensitive information shared by its customers. 

"Something I've loved about Maestro is how we're able to filter out tickets with automation. We realized that certain tickets are related to a potential policy break. Then there are tickets that just don't have any of that sensitive information. And so there's an opportunity to create an automation that’s specific to policy sensitive information or policy sensitive tickets or handling."

MaestroQA allows customer service teams to handle sensitive information securely, protecting their customers' data and privacy. Marcus emphasizes the importance of protecting their customers' data and privacy, saying, "Being a financial institution, it's super important that we're protecting our customers and their information." MaestroQA's redaction of account and debit card information provides an additional layer of security. Marcus and his team plan to use the AI Classifier tool to build out reporting on agent compliance, furthering their efforts to protect and support their customers.

MaestroQA’s Customizable Rubrics & Root-Cause Analysis Checkboxes

The Future of Quality Assurance and Customer Service with MaestroQA's AI Classifiers

By automating and customizing the categorization of customer interactions, AI classifiers are revolutionizing how businesses approach quality metrics. As Marcus emphasizes, there's always an opportunity to use new tools to improve quality assurance and customer service. He notes, "I really think where MaestroQA goes, Novo goes. That's historically how it's been. Where we'll see new tools rolled out, and our mindset is we're going to use this platform to its fullest extent. We're looking to utilize every feature that Maestro offers." With MaestroQA, businesses can streamline their feedback analysis, protect their customers' data and privacy, and ultimately improve their bottom line.

Check out the full recording of our chat with Novo, and if you would like to learn more about what MaestroQA can do for your business, please request a demo today.

Previous Article

Mastering Customer Interactions in the Age of DSAT

The Essential Guide to Chatbot Quality Assurance: Ensuring Excellence in Every Interaction

Navigating AI Implementation Strategy in Customer Experience: Risks and Strategies

Elevating Call Center Performance with Six Sigma and MaestroQA

Elevating Business Excellence Through Non-Customer-Facing QA: A Strategic Imperative

Elevating Trust and Safety through QA: How TaskRabbit Sets the Standard

Unlocking Superior CX: The Bombas Blueprint for Quality and Coaching

Unleashing the Power of Customer Conversations: Top 6 Tech Trends Revealed at the CX Summit

Important Factors to Consider when Exploring Sentiment Analysis in Customer Support QA: A CX Community Discussion

Agent Empowerment: 5 Tactics for Customer Retention from Industry Leaders

Mastering Agent Onboarding: Quality Assurance Lessons from ClassPass

Driving Business Impact with Targeted QA: Insights from an Expert

The Transformation of QA: Driving Business Results - Key Takeaways from MaestroQA’s CX Summit

How Angi Unlocked Growth and Continuous Improvement with QA

De-Villainizing QA Scorecards with Hims & Hers Customer Service

How to Revamp QA Scorecards for Enhanced Quality Assurance

The Art of Outsourcing Customer Support: Lessons from Stitch Fix's BPO Partnership

Writing the Auto QA Playbook & Transforming Customer Support

Advancing Customer Service Metrics with AI Classifiers

MaestroQA Named One of Comparably’s 2023 Best Workplaces in New York for the Second Consecutive Year

How to Maximize Call Center & BPO Performance | MaestroQA

MaestroQA Named on Comparably’s Best Workplaces in New York

CX Strategy: The Future of AI in Quality Assurance

Elevating Customer Satisfaction with Visibility & Coaching

Champion-Challenger Model: Improve Customer Service In BPOs

5 Key Strategies to Supercharge Your BPO Partnership

How Customers Collaborate with Their BPO Partners Today

Kick Start Your Customer Service BPO Partnership Successfully

BPO Call Centers: Best Practices for Quality Assurance

Empathy in Customer Service: Everything You Need to Know

Call Calibration: What is It & What are the Benefits?

Increase QA Team Alignment with Call Calibration & GraderQA

Measuring An Organization's 3 Ps: People, Process and Product

How to Onboard Your Customer Service Team to a New QA Program

Average Handle Time (AHT): How to Calculate & Reduce It

Should You Have Dedicated Quality Assurance Specialists?

The Top 4 CX Books Recommended by Our QA Community

How Top eCommerce Brands Ensure Exceptional Customer Service in a Remote World

21 Key Customer Experience Definitions for QA Professionals

5 Key Components of a Remarkable Customer Service Experience

Customer Service Management 101: Everything You Need to Know

A Guide to Customer Service Quality Assurance Programs

The Ultimate Guide to Improving First Call Resolution (FCR)

The Key to Customer Service Coaching Is More Data (and Fewer Opinions)

How to Refresh Your Call Center Quality Monitoring Scorecard

How to Update Your QA Scorecard

The 9 Customer Service KPIs Needed To Improve CX

3 Ways to Test Your Call Center Quality Assurance Scorecard

Leveraging Customer Sentiment to Improve CX in Call Centers

This Is What an Effective Customer Service Coaching Session Looks Like

What is DSAT and 5 Steps to Improve It

Customer Experience Management and Quality Assurance Jobs

How Deeper CX Analytics Lead to Better CSAT | MaestroQA

Achieving Effortless Customer Experiences (CX) with QA

How to Create an Omnichannel Call Center Quality Assurance Scorecard

Beyond Low CSAT Scores: Finding the Root Cause of Poor CX

Customer Service Coaching 101: Improve Agent Performance

Build the Ultimate QA Scorecard Process for Email and Chat

MaestroQA's Aircall Integration: Bring Your Calls to Life

Call Center Quality Assurance with Zola and Peloton

Auto-Fail in Call Center QA: What It Means and When to Use It

Why Poor Agent Experiences Happen (and How to Fix Yours)

20 Call Center Coaching Tips to Boost Agent Performance

Why Getting Buy-in for Quality Assurance is Essential

Setting Up a Grading Cadence for Your QA Scorecard

How to Avoid Bad Customer Service as you Scale your Business

Building a New Call Center Quality Assurance Scorecard

What CX Leaders Need to Know About Ecommerce Industry Trends

Call Center Cost Per Call: How to Calculate & Reduce It

6 Tips to Automate Your Customer Service Management Process

Quality Assurance and Training with Seismic Learning & MaestroQA

11 Customer Service Training Ideas and Skills for Your Agents

The Past, Present, and Future of Quality Assurance

고객센터 품질관리를 위한 QA전문가가 꼭 필요할까요?

Improve CSAT Scores: Understanding Your Experience Blindspot

What CX Leaders Need to Know About Security and Compliance

Streamline Your Call Center's QA Program With 4 Key Features

How Customer Experience Teams Can Impact a Company's Brand

Customer Loyalty vs. Customer Retention: Which Matters More?

Empathy & Authenticity: Customer Service Skills to Improve CX

How High-Performing CX Teams Build Accountability

Five Questions to Jumpstart your QA Scorecard Research Process

How to Improve Call Center Agent Performance: 6 Key Tips

3 Ways to Improve Your CSAT Score through Quality Assurance

3 Strategies on How to Increase Customer Loyalty

A Guide to Net Promotor Score (NPS) for Customer Service

Reasons for Call Center Attrition Rate and How to Reduce It

Voice of the Customer (VOC): A Guide for Great CX Teams

What’s Really Behind Your CSAT Scores? Diving Deeper

How CX University Improves Brooklinen’s Agents Performance

Understanding Customer Effort Score (CES) & How to Measure It

Improving the Customer Experience with DSAT Scores

5 Tips for Customer Service Coaches in Call Centers

Your Most Important CX Metric Is Your QA Score - Here's Why

How Agents Can Make the Most of Customer Service Coaching

How to Grade Customer Service Calls

Why Top-Performing CX Teams Focus on Workforce Engagement

Improve Customer Satisfaction with a CX Quality Management Program

Customer Service Training and Quality Assurance – How Lessonly and MaestroQA Close the Loop

How to Calculate CX Quality Assurance Scores