Score AI

How Score Works: Automating Quality Assurance with AI

Score utilizes it's AI agents to manage end-to-end customer service quality. These AI agents are adept at understanding and adhering to internal policies, adapting to an organization's knowledge base for compliance.

By connecting with existing data sources, Score can audit conversations using real-time data from external platforms like logistics and payment systems. This context-aware analysis ensures that each interaction is evaluated based on the specific context of the conversation, providing a nuanced and comprehensive quality assurance process.

Features, Functionalities, and Benefits of Score

Score offers a range of features that streamline the quality assurance process across various customer service channels. These features not only enhance operational efficiency but also contribute to improved customer satisfaction and agent performance.

1. AI Quality Assurance: Automatically monitor quality across 100% of customer interactions, including emails, calls, and chats. This ensures comprehensive oversight and adherence to standard operating procedures (SOPs).

2. Proactive Agent Coaching: Provides personalized feedback to agents, identifying strengths and weaknesses through AI analytics. This feature allows for the scheduling of 1:1 feedback sessions, promoting continuous improvement.

3. Voice of Customer Analytics: Track customer concerns across conversations, auto-categorizing them into topics and sub-topics. This feature aids in root cause analysis and highlights customer satisfaction cues through sentiment analysis.

4. Conversation Intelligence: Focus on what matters most by tracking pace variations, usage of filler words, and dead-air trends. Smart transcription and customized conversation tags facilitate quick reviews of customer interactions.