Intelligent workforce platform Observe.AI has launched Auto QA – an adaptive automation feature made to improve agent performance and increase customer satisfaction.
Auto QA is an addition to Observe.AI’s platform which automatically processes 100% of agent interactions, allowing supervisors to evaluate agent performance and provide coaching opportunities.
The capability uses AI and machine learning to automate QA evaluation form filling and scale operations faster.
Swapnil Jain, Co-Founder and CEO of Observe.AI, said: “As part of our mission to create purpose-built, business-centric AI for contact centers, we believe in a collaborative symbiosis between human and machine intelligence.”
“Auto QA is human-informed automation at its best, empowering contact center employees to lead on creativity and strategic thinking while tasking AI with efficiency and scale. While other vendors have attempted this, Observe.AI is introducing new levels of fine-tuning for QA automation.
“The result is a comprehensive, consistent approach to quality assurance and agent coaching that delivers tremendous business value.”
Auto QA works by helping supervisors find supporting evidence based on business questions, such as “did the agent greet the customer?”. Then, the feature analyses hundreds of conversation questions to measure how many of them did so and in what percentage.
Observe.AI promises 100% accuracy in analysing agent conversations with speed and objectivity for accelerated impact. The feature also spots compliance risks and potential underperformance.
The company experienced significant growth in the last 12 months, thanks to the acquisition of Scope.ai and the recent $125 million Series C funding round.
