Scorebuddy’s Quality Assurance (QA) solution is one of the latest customer experience innovations to embrace the power of generative AI (GenAI).
While scoring agent-customer interactions has long been an established aspect of contact center QA, Scorebuddy’s GenAI Auto Scoring feature can deliver deeper, more insightful results in a fraction of the time.
Whereas previously, the scoring was performed manually by evaluators who only had the capacity to examine a small sample size of customer interactions, GenAI Auto Scoring now automates part of this process, meaning companies can score up to 100 percent of conversations.
In some instances, this is 50x as many interactions, without the need for additional staff or resources.
Like Usain Bolt sprinting downhill with a decent tailwind, the tool also drastically increases the speed at which businesses can evaluate interactions.
Without automation, manual evaluations could take up to five minutes, interactions are now automatically audited in as little as two seconds – making the process over 100 times faster.
Proof of Value
Although there are other QA solutions on the market that utilize GenAI, Scorebuddy’s Product Director, Emmanuel Doubinsky, believes his company’s approach to the technology separates it from its competitors.
Doubinsky argues that other vendors do not marry their GenAI offerings with their customer’s existing goals, making them work around the AI, rather than making the tech work for them.
“Our view of the world is the QA governance of every large company has been built on KPIs, objectives, corporate constraints, et cetera,” he explained.
“GenAI needs to facilitate that, not change that. And our GenAI approach is to make it so customizable that customers can actually automate some of the things they are doing today.
“We’re not asking them to change.”
And Scorebuddy doesn’t just talk the talk, it walks the walk.
Doubinsky detailed how any potential GenAI Auto Scoring customer is offered what he terms a “proof of value” trial period, where they can identify which parts of their process can be automated, to what extent, and with what success rate.
In tailoring precisely how the solution is deployed for each individual customer, Scorebuddy allows businesses to give their QA offerings the best possible chance of delivering ROI.
“Our approach is really to engage with them to find and build that value, not to bombard them with magic silver bullets that rarely deliver,” he said.
“We call it proof of value. We’re not selling a feature; we’re really helping them find value in the product.”
With many people within the CX industry labelling 2025 as the “year of proof” for AI, being able to put forward a trial-proven business case for how a solution will impact the bottom line is a huge advantage for customer service and experience professionals.
Putting Agents First
Despite QA tech specifically targeting contact center agents, like many CX solutions, it can still sometimes overlook the experience of the agents themselves.
This oversight can lead to higher staff turnover, absenteeism, and burnout.
In discussing some of the feedback that Scorebuddy’s GenAI Auto Scoring feature has acquired from customers, it is clear that Doubinsky is proud of how well the tool has been received by agents.
In particular, he is pleased with the comments surrounding Scorebuddy’s agent dashboard, which he believes to be one of the best on the market.
This is important because “QA is for agents,” he explains. It should be deployed to help agents improve, self-improve, and self-discover.
The Scorebuddy man wants to dispel the myth that QA is used as a stick to beat agents with, where if they don’t get the required score, they’re fired.
“Agents churn like hell. We have to keep them. But we have to keep them while helping them work better.
“And the way we work on agent engagement is very welcome by many customers who see that as both a way of retaining the agent, as well as helping them buy into the QA process, which makes it better for everybody.”
Moreover, Scorebuddy also prides itself on being able to replicate the aesthetic of its dashboard when it comes to sharing the findings via PDFs.
By using a BI tool that is the only one of its kind in the QA market, customers are able to seamlessly publish, share, and report data in “beautiful” PDFs.
For Doubinsky, this is another example of the company delivering value to QA managers.
“Customers like it [GenAI Auto Scoring] because it’s really easy to share and it’s lovely to share.
“So why is it important to say lovely? It’s nice to have a nice dashboard, but when you export it as a PDF, it looks awful – and that’s what your managers will see.”
“The PDFs we export and share look as nice as a dashboard. This is so important as a QA manager because it lets you say, ‘we are delivering value, look how beautiful it is.”
For more information on Scorebuddy’s GenAI Auto Scoring solution and to arrange your “proof of value” trial, visit the website today.
You can also hear more about just how far the QA sector can push AI by checking out CX Today’s exclusive interview with Emmanuel Doubinsky.
