The AI+ Quality & Compliance Parameter Builder allows brands to maintain consistent conversation quality, train agents effectively, and leverage AI models while customizing parameters according to their specific business requirements. It streamlines AI scoring processes, reduces developmental efforts, and facilitates the exploration of new features, ensuring a better overall customer experience.

With the AI+ Quality & Compliance Parameter Builder, you can create rules with diverse conditions to audit agents and assign quality scores effectively. This capability allows businesses to set specific criteria based on their unique requirements, ensuring a comprehensive evaluation of agent interactions. By establishing rules related to greetings, response time, resolution accuracy, and other key factors, brands can tailor the auditing process to align with their customer service goals. This level of customization ensures that the quality scores assigned accurately reflect the desired standards.

Governance

Enterprise Governance

Global Admin: Can access both Global Checklists and Workspace Checklists.

Global User: Can access both Global Checklists and Workspace Checklists.

Workspace Admin: Can only access Workspace Checklists.

Workspace User: Unable to access anything.

Persona Governance

Global Admin: Can only view the Global Audit Checklist tile in the Settings.

Global User: Can only view the Global Audit Checklist tile in the Settings.

Workspace Admin: Can only view the Workspace Audit Checklist tile in the Settings.

Workspace User: Unable to view anything in the Settings.

Key Features of AI+ Quality & Compliance Parameter Builder

Enhanced Monitoring Capabilities

• Case-Level Interaction Analysis: Move beyond message-level analysis to evaluate agent performance on a more comprehensive case-level basis.

• Adherence to Handbook Guidelines: Monitor how well agents follow the company handbook in various scenarios.

100% Automation of Manual Checklists

• Cutting-Edge Technology: Integrates AI models and workflow rules to fully automate the audit process.

• Minimal Manual Intervention: Drastically reduce the need for manual checklist management, enhancing efficiency and accuracy.

Voice Quality Parameter Scoring

• Diverse Voice Metrics: Assess voice quality based on parameters like Hold Duration, Interruption, Rate of Speech (ROS), Signal to Noise Ratio (SNR), and Loudness.

• Customizable Penalties: Set and modify penalties for voice quality issues, offering personalized scoring precision.

Customizable AI Parameters

• Flexibility in Parameter Modification: Add new AI parameters or modify existing ones according to your requirements.

• Dynamic Rule Adjustment: Easily alter scoring rules or logic for any parameter, leveraging the builder's flexibility.

Integration with Advanced AI Models

• GPT-4 and In-House LLM Integration: Seamlessly integrate with state-of-the-art language models like GPT-4 or custom in-house LLM models.

• Scenario-Specific Parameter Inclusion: Implement parameters that evaluate agent performance in specific situations, such as proactive upselling during customer interactions.

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Its array of features, from AI-driven automation to customizable voice quality scoring and integration with advanced AI models, provides businesses with a powerful tool to enhance agent performance monitoring and ensure adherence to quality standards.