Scorebuddy’s Quality Assurance (QA) solution is one of the latest customer experience innovations to embrace the power of generative AI (GenAI).
While scoring agent-customer interactions has long been an established aspect of contact center QA, Scorebuddy’s GenAI Auto Scoring feature can deliver deeper, more insightful results in a fraction of the time.
Whereas previously, the scoring was performed manually by evaluators who only had the capacity to examine a small sample size of customer interactions, GenAI Auto Scoring now automates part of this process, meaning companies can score up to 100 percent of conversations.
In some instances, this is 50x as many interactions, without the need for additional staff or resources.
Like Usain Bolt sprinting downhill with a decent tailwind, the tool also drastically increases the speed at which businesses can evaluate interactions.
Without automation, manual evaluations could take up to five minutes, interactions are now automatically audited in as little as two seconds – making the process over 100 times faster.
Proof of Value
Although there are other QA solutions on the market that utilize GenAI, Scorebuddy’s Product Director, Emmanuel Doubinsky, believes his company’s approach to the technology separates it from its competitors.
Doubinsky argues that other vendors do not marry their GenAI offerings with their customer’s existing goals, making them work around the AI, rather than making the tech work for them.
“Our view of the world is the QA governance of every large company has been built on KPIs, objectives, corporate constraints, et cetera,” he explained.
“GenAI needs to facilitate that, not change that. And our GenAI approach is to make it so customizable that customers can actually automate some of the things they are doing today.
“We're not asking them to change.”
And Scorebuddy doesn’t just talk the talk, it walks the walk.
Doubinsky detailed how any potential GenAI Auto Scoring customer is offered what he terms a “proof of value” trial period, where they can identify which parts of their process can be automated, to what extent, and with what success rate.
In tailoring precisely how the solution is deployed for each individual customer, Scorebuddy allows businesses to give their QA offerings the best possible chance of delivering ROI.
“Our approach is really to engage with them to find and build that value, not to bombard them with magic silver bullets that rarely deliver,” he said.
“We call it proof of value. We're not selling a feature; we're really helping them find value in the product.”
With many people within the CX industry labelling 2025 as the “year of proof” for AI, being able to put forward a trial-proven business case for how a solution will impact the bottom line is a huge advantage for customer service and experience professionals.
Putting Agents First
Despite QA tech specifically targeting contact center agents, like many CX solutions, it can still sometimes overlook the experience of the agents themselves.