Not only are businesses facing a higher volume of interactions, they must also contend with rising customer expectations. To meet these demands and keep up with both the frequency of interactions, many will need to deploy AI and virtual agents.

By embedding AI in the QA process, Genesys users can audit both human and virtual agents, while uncovering insights that drive quality CX, boost organizational efficiency, and reduce cost per interaction.

Our GenAI Auto Scoring solution evaluates selected questions, eliminating hours of manual work and supporting evaluators with an additional perspective on each interaction. You can tailor the AI auto scoring to align with your specific QA requirements using assigned weightings and specified answer formats.

Yes, it’s totally configurable. In contrast to the rigidity and predefined questions of other AI-QA tools, Scorebuddy’s GenAI Auto Scoring puts the power of AI in your hands. You can adjust sections, questions, answers, comments, causes, tips, and more.

You can even apply custom AI scorecards across the business, to meet the unique needs of different channels, interaction types, departments, and more.

Scorebuddy’s AI Assist tool uses GPT to summarize and score conversations on demand. You’ll be able to instantly view generated attributes for resolution, sentiment, empathy, and more, saving evaluators a ton of time when it comes to reviewing interactions.

With AI analyzing every single interaction, you can pinpoint the reasons behind customer calls, anticipate needs, and discover ways to improve both agent and customer experience. You’ll also be able to find and fix process flaws, and leverage your QA data to identify coaching opportunities.

Of course. You can access our full catalog of case studies here, including testimonials from technology, financial services, retail, BPO, and more.