Transforming Quality Management With AI

Michelle Randall at Playvox explains how to transform quality management with AI.

Whether you work in what is called a contact centre, customer support centre, or customer experience centre, you likely always need to figure out how to do more with less. This need persists, even though we can easily point to research that shows:

1. Companies that lead in customer experience outperform laggards by nearly 80%.
2. 84% of companies that work to improve their customer experience report an increase in their revenue.
3. 73% of companies with above-average customer experience perform better financially than their competitors.

And the Forbes data cited above includes even more proof of the inherent value of customer experience.

Yet, despite all of the evidence on the value in providing stellar customer experiences — and the impact on customer retention, Net Promoter Score (NPS) and revenue –, many executives still think of the contact centre as a cost centre, rather than a hub of value and insights.

As a result, customer experience and operational leaders are often forced to not only provide remarkable experiences but also do it in an efficient way.

The need to get more from the same resources is just one of the reasons I’m so enthusiastic about our recent press announcement touting our announcement of AutoQA, an AI-based SaaS product designed to improve the efficiency of Quality Assurance (QA) efforts.

You may be wondering how something like AutoQA can improve efficiency. Currently, many customer service departments can only manually analyze a small percentage of customer conversations.

While reviewing 2-5% of interactions may help understand some issues, it leaves many companies to question what they are missing and how they can drive more insight and efficiency from their quality management process.

It also leaves agents to worry about whether their manager may end up with a limited view of their performance from a bad day and miss the amazing work they’re doing for customers most of the time.

AutoQA improves the efficiency and effectiveness of Quality Assurance efforts by extending visibility across 100% of support interactions.

This may be “gameshow” host thing for me to say, but – that’s not all! This latest development, a result of integrating our Prodsight acquisition into our Quality Management platform, is just step one in this journey.

Next, we plan to roll out a comprehensive approach to quality automation that includes automatic topic identification, compliance score generation, and ultimately, direct automated scoring into a customer’s existing forms.

To start, we will roll out AutoQA in phases, beginning with sentiment scoring across 100% of a customer’s support interactions, conveniently accessible from within the Playvox Quality Management solution. AutoQA enables customer service agents to gain insight into all digital interactions, including email, chat, and social, with a customer sentiment score.

AutoQA’s Sentiment Reports indicate a positive, neutral, or negative customer sentiment based on automated interaction analyses. Companies may also use AutoQA to benchmark sentiment trends from interactions scored the traditional way.

You might be thinking, “I already do Quality Assurance, doesn’t that provide enough data?” The answer is much more nuanced than yes or no. Since most QA teams only analyze a small percentage of overall interactions, in terms of volume, it isn’t “enough.”

The other thing to think about is that customer sentiment is an entirely other dimension in looking at quality – analyzing how customers feel about customer service – positive, negative or neutral – using the words customers may be using in their interactions.

Now that I’ve gotten you fired up about automated quality management, you might be wondering when you can leverage this solution. Qualified Playvox Quality Management customers on Zendesk, Salesforce Service Cloud, and Kustomer platforms will be able to opt-in to this new functionality.

If you’re not a Playvox customer yet, you’ll want to request a demo of our Workforce Engagement Management (WEM) solution today to learn more about our agent-empowering solutions that enable customers to do much, much more with less.