Intelligent workforce platform Observe.AI has launched Auto QA – an adaptive automation feature made to improve agent performance and increase customer satisfaction.
Auto QA is an addition to Observe.AI’s platform which automatically processes 100% of agent interactions, allowing supervisors to evaluate agent performance and provide coaching opportunities.
The capability uses AI and machine learning to automate QA evaluation form filling and scale operations faster.
Swapnil Jain, Co-Founder and CEO of Observe.AI, said: “As part of our mission to create purpose-built, business-centric AI for contact centers, we believe in a collaborative symbiosis between human and machine intelligence.”
“Auto QA is human-informed automation at its best, empowering contact center employees to lead on creativity and strategic thinking while tasking AI with efficiency and scale. While other vendors have attempted this, Observe.AI is introducing new levels of fine-tuning for QA automation.
“The result is a comprehensive, consistent approach to quality assurance and agent coaching that delivers tremendous business value.”