Optimize Contact Center Performance with the Power of AI

Quality AI provides automated scoring across 100% of voice and chat conversations between agents and customers using the power of AI to help transform your quality assurance process and workflows, allowing you to enhance overall contact center performance and improve customer experience.

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Score every interaction, automatically: Score every customer interaction automatically using AI and ML models to analyze question/answer pairs, playbook adherence, speech patterns and automation execution to unveil CX trends, drill down into the details and discover areas for improvement.
Surface critical interactions: Identify conversations critical to your business outcomes, understand the voice of the customer and make informed decisions to improve overall CX.
Audit more interactions: Save time, reduce costs and eliminate the guesswork associated with traditional quality management solutions.

Quality AI

Key Features

Conversation Intelligence

Comprehensive real-time insights

Gain real-time insights across contact center efficiency, agent efficacy, and customer experience with a single dashboard. This comprehensive tool integrates KPI monitoring, topic mining, and sentiment analysis to understand call drivers and identify key levers for customer experience improvement.

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Conversation mining

Eliminate guesswork and drill down to problem areas

Perform precise interaction analysis through advanced filters to drill down into specific interactions based on contact center efficiency, customer experience and agent behavior. This focused approach maximizes audit time by targeting interactions with the most potential for improvement.

AI-Assisted Manual Audits

Expedite manual audits with AI support

Use AI to quickly audit conversations and easily pinpoint key areas like adherence, violations, and omissions. This enables precise feedback at specific interaction points, aiding in targeted agent training and development and maximizing the value derived from each audited interaction.

Evaluation Form Design

Develop custom forms with ease

The intuitive design interface allows QA managers to create customized evaluation forms based on your KPIs to evaluate compliance, assess playbook and script adherence, analyze speech attributes like dead air, crosstalk and speaking rate, and assess automation utilization.

Dynamic Dashboards

Empower QA professionals

Use dynamic dashboards to display a comprehensive snapshot of contact center quality performance relating to audit progress, auto QA and manual audit score correlation, failure trends, agent performance and more.

Partners Who Can Help

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Kore.ai Named a Leader in The Forrester Wave™ for 2024

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