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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.
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    Surface critical interactions: Identify conversations critical to your business outcomes, understand the voice of the customer and make informed decisions to improve overall CX.
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    Audit more interactions: Save time, reduce costs and eliminate the guesswork associated with traditional quality management solutions.
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    Assign targeted coaching: Create tailored coaching plans using specific interactions to highlight growth areas, monitor progress and deliver focused feedback for enriched agent development.

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.

Agent Dashboard and Leaderboard

Track performance, uncover insights

Offer an agent-level performance overview, enabling supervisors to identify coaching opportunities in professionalism, product knowledge, decision-making, and attention to detail. Highlight top performer interactions as models for the team and provide personalized insights on strengths and areas for growth.

Coaching Assignments and Monitoring

Targeted coaching, effective tracking

Create tailored coaching plans by using specific interactions to highlight growth areas and deliver focused feedback for maximum impact. Easily track coaching progress through follow-up dates, score improvements, and assigned focus areas to ensure more effective and impactful sessions.

Partners Who Can Help

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