AI-Powered

AI-Driven Quality Assurance in Call Centers
Evaluate and Score Every Interaction With Intelligent QA Automation

There’s an incredibly thin margin between a remarkable customer experience (CX) and a negative one. AI-driven quality assurance empowers your support team to deliver the best quality CX in every interaction.

AI-enhanced quality management reduces customer escalations by 60%.

Inefficiencies of Traditional Human-Led QA Approach

Quality assurance in contact centers has always relied on human analysts to evaluate calls, provide feedback, and identify areas for improvement.
This manual approach prevents contact centers from effectively handling rising support volume. Communication and technology silos, staff shortages, and the need to remain cost-efficient also affect call center performance and service delivery.

Manual QA by human agents can evaluate only 1-5% of all daily customer interactions.

Deficient visibility into compliance risks, performance trends, and customer satisfaction drivers.

Listening to, scoring, and documenting calls manually consume more time, money, and effort.

Biased and subjective evaluations by human QA inspectors can contribute to unfair assessments.

Slow manual reviews result in delayed and ineffective feedback, reducing the impact of coaching.

Manual QA lacks the scalability to expand coverage or adapt to new business regulations.

Deliver the interaction simplicity your customers demand.

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The Solution:
AI-Powered Agent Scoring for Contact Centers

By implementing a custom-built field service management application, your field agents and service managers can focus solely on high-value service delivery rather than wasting their time on mind-numbing administrative tasks. A personalized FSM application offers:

Automate customer interaction analysis to save time and reduce error.

Understand the sentiment and intent behind customer communication

Enable personalized coaching to help agents deliver a better CX.

How Does AI Refine Quality Management in Call Centers?

Task automation allows human QA agents to focus on complex inquiries.
Consistent and reliable quality checks by AI uncovers potential issues.
Streamline quality management with insights derived from genuine data.

AI in Contact Center QA: Efficiency Metrics

improved customer effort scores
0 %
improved agent occupancy rate
0 %
improved deflection to self-service
0 %

AI Cuts Customer Service Costs

reduction in cost per assisted contact (CPAC)
0 %
reduction in the overall cost of operations
0 %

Benefits of AI-Fueled Quality Management in Contact Centers

100% evaluation coverage for all customer interactions, ensuring no critical data is missed.

360° visibility into agent performance across all interaction types, channels, and customer segments.

Instant identification of specific performance gaps and training needs enables effective agent coaching.

Smart QA automation reduces manual tasks, optimizing cost, time, and effort for quality reviewers.

Active conversation monitoring in real-time aids in the rapid detection of regulatory risks or compliance breaches.

Sentiment analysis equips agents to intervene proactively in order to constantly improve the customer service.

Real-time feedback and guidance allow agents to quickly correct their course during live interactions.

Cut churn, boost CX. Hit the mark with a custom AI solution.

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How Fingent Assists Contact Centers to Harness AI's Potential?

Fingent assists its clients in implementing custom AI solutions that automate their customer engagement across SMS, Voice, Chat, WhatsApp, and other channels of interaction. Our advanced, custom-built QA automation solutions align flawlessly with your existing contact center operations. Here’s what Fingent offers:

Deploy custom AI agents for sales conversion and 24/7 customer support

Omnichannel AI agent deployment for consistent customer experience

Custom AI-powered agent scoring applications for call centers

Flexible integrations with your existing workflows and business systems

Development of Conversational AI assistants and AI chatbots

Compliance and risk monitoring systems tailored to business needs

Unified customer data platforms to support tailored AI interactions

Key Takeaways

Transform your contact center business by employing a custom AI agent scoring solution:
Personalize interactions and discover areas for enhancement within the customer journey.
Decrease customer turnover with insights driven by data, promoting brand loyalty and retention.
Facilitate agents’ growth in customer service skills by offering focused coaching.
Identify roadblocks in the customer experience and solve the concerns proactively.

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