AI is transforming the way quality managers evaluate the performance of customer service agents. Using AI quality scores, managers can gain valuable insights into their agents' performance in various quality parameters, such as grammar, opening quality, empathy, and closing quality. By analyzing customer conversations, the AI model can identify areas where agents excel and areas where they need improvement. The model provides detailed explanations and recommendations for each parameter, which can be used to coach agents and improve their performance.

For instance, the AI model can detect grammatical errors made by agents during customer interactions and suggest specific corrections for coaching purposes. Similarly, the model can identify the phrases and approaches that customers find empathetic and effective, providing agents with guidance on how to improve their communication skills. Overall, AI quality scores enable quality managers to gain deeper insights into their agents' performance and identify areas for improvement, ultimately leading to better customer service and higher customer satisfaction.