7 Reasons AI QA Fails in the Contact Centre

This blog summarizes the key points from a recent article from David McGeough at Scorebuddy, exploring 7 common reasons why AI-powered QA fails, and show how you can avoid this fate. Plus, we’ll outline how to set effective success criteria so you can prove your AI investment is actually making a difference.

7 Common Reasons AI-Driven QA Misses the Mark (and How to Fix Them)

1. Skipping the definition of what “success” looks like

AI-powered QA often underdelivers because teams fail to define clear goals before implementation.

Too many leaders deploy automation with vague intentions like “boost call quality” or “reduce errors,” without identifying what metrics actually define improvement. Without clear KPIs, even advanced AI systems can’t show measurable results.

With 41% of organizations admitting they can’t quantify GenAI’s impact, it’s no surprise success is hard to prove.

Set SMART goals – Specific, Measurable, Achievable, Relevant, and Time-bound – to guide your approach. Link these to business outcomes like NPS, compliance, or call resolution rates so success becomes tangible and traceable.

• Establish measurable, business-aligned targets
• Use SMART criteria to shape your QA focus
• Connect QA outcomes directly to organizational value

2. Treating AI as a plug-and-play solution

It’s tempting to believe that installing an AI QA platform will instantly transform performance. In reality, that “set-it-and-forget-it” mindset is one of the fastest routes to failure.

AI needs direction – structured data, configured workflows, and clear training. Rolling it out without alignment or preparation means it won’t deliver the insights you expect.

Start with a small pilot, like flagging compliance issues or tracking silence time, and refine from there. Feed the AI feedback and performance data as you go. The more it learns from real-world interactions, the smarter and more accurate it becomes.

• Roll out AI QA gradually, not all at once
• Focus on one high-value use case before scaling
• Combine automation with human oversight for continuous improvement

3. Overlooking team resistance and lack of trust

AI QA often struggles because agents, evaluators, or managers don’t fully buy in. If people feel the tech is there to replace them-or evaluate them unfairly-they’ll resist using it.

This lack of trust can stall adoption or even lead to pushback from leadership. In fact, 59% of contact centres offer no ongoing training after introducing AI tools, leaving staff uncertain and disengaged.

Get ahead of this by involving stakeholders early. Seek input from team leads, evaluators, and agents. Communicate clearly about the goals-show that AI is a support tool, not a substitute-and provide ongoing training to build confidence.

• Bring in agents and evaluators early in rollout
• Address concerns about fairness and job impact
• Offer continuous training to drive adoption

4. Depending too heavily on automation

AI can evaluate every single call, but complete automation introduces its own risks. It can miss context, reinforce data bias, or generate scores without explanation. When results seem arbitrary, teams lose faith and ignore insights entirely.

Keeping humans in the loop is essential. Have evaluators review edge cases and anomalies, and use their expertise to refine the AI’s models. Together, human judgment and machine efficiency deliver accurate, explainable, and trusted QA outcomes.

• Use hybrid QA-AI for scale, people for judgment
• Manually review flagged calls to reduce bias
• Build transparency into your AI scoring system

5. Using poorly designed or outdated scorecards

AI can’t measure what it doesn’t understand. If your scorecards are unclear or don’t reflect how your business defines quality, your QA program will misfire.

Vague criteria lead to false positives, missed opportunities, and inconsistent evaluations. Regular calibration ensures the AI captures tone, intent, sentiment, and context – not just keywords.

• Design scorecards that reflect true quality drivers
• Revisit and calibrate scorecards regularly
• Ensure AI measures the metrics that actually matter

6. Bringing your security team in too late

AI QA tools analyze sensitive information-payment details, customer data, and internal processes. If your security team joins only after implementation, expect delays, costly rework, or even a full stop.

Involve security and compliance leaders from the start. Share how data will flow, where it’s stored, and which vendors are involved. Use AI QA platforms with enterprise-grade protections like encryption, access control, and certifications (SOC 2, ISO 27001).

• Engage your security team early in planning
• Choose compliant, enterprise-ready AI tools
• Keep data protection central to every phase

7. Starting with the wrong AI use case

AI QA often underperforms because teams start with goals that are either too broad or too trivial. “Improve CX” is too vague, while “track filler words” is too narrow to prove value.

To gain traction, start with a clear, measurable use case that shows quick wins-like identifying compliance risks, automating repetitive scoring, or improving tone analysis. Early success builds trust and sets the stage for expansion.

• Avoid vague or low-impact starting points
• Pick measurable, high-value QA tasks
• Use early results to scale adoption across teams

8 Examples of What “Success” Looks Like in AI QA

Every business defines success differently, but here are proven criteria that help measure impact effectively:

• Consistent scoring: AI results align closely with human evaluations
• Business alignment: QA measures metrics tied to core goals (CX, compliance, sales)
• Manual effort reduction: Evaluators spend less time on repetitive reviews
• Expanded coverage: Move from 1-2% call reviews to 70-100% coverage
• Accuracy improvement: Lower error rates and false positives over time
• User engagement: High adoption and satisfaction among QA teams and agents
• Security compliance: Meets standards like GDPR, SOC 2, and PCI-DSS
• Scalability: Handles more calls and regions without performance loss

AI QA Delivers Real Results-When It’s Done Right

AI-driven QA can transform contact centre performance, but only when supported by clear strategy, stakeholder buy-in, and measurable goals.

Define success early, involve your teams, and roll out in stages with strong data foundations. With the right approach, you’ll see what 76% of AI adopters already have: measurable ROI and smarter, faster quality management.

This blog post has been re-published by kind permission of Scorebuddy – View the Original Article

For more information about Scorebuddy - visit the Scorebuddy Website

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: Scorebuddy
Reviewed by: Rachael Trickey