We caught up with Jaime Scott, Evaluagent CEO, to talk all things Auto-QA and the launch of SmartScore, as we gear up for the Call & Contact Center Expo in Vegas on the 26th and 27th of April.
What will EvaluAgent be doing at the Expo next week?
We’re at the Call & Contact Center Expo in Vegas on the 26th and 27th of April to showcase EvaluAgent, a Quality Assurance and Improvement platform for sales and service teams. We’ll be launching our brand-new feature, SmartScore, a Chat-GPT-fuelled evaluation process, which fits seamlessly into our existing QA (Quality Assurance) and improvement workflows. I’ll be talking about it in my presentation at the expo and we’ll be able to demo the feature to anyone who wants to see it in action at our stand, 3046.
Tell us a bit about the top 3 takeaways from your session at the expo
My presentation is entitled: “Why Auto-QA is the Future of Agent Improvement and how to do it right…” I’ve given myself a big subject to talk about, but in thirty minutes I’ll be aiming to share our argument for why automated QA is the future. I’ll explain how the process works and, from battle-hardened experience, share a handful of tips for getting it right!
How can Auto-QA help contact centers do it right?
Through recent experiences of implementing automated QA across a number of business verticals we’ve shown that it reduces risk, saves time evaluating, delivers more focused and effective QA as well as feedback, coaching, and training, and most important of all, ensures that your investment in QA and improvement goes a lot further and starts to deliver a much higher return on investment. Get it right and QA can be viewed as mission-critical.
What’s the one thing contact centers need to be doing right to get ahead of the game?
After years of being sold the dream, the one thing contact centers need to be doing right to get ahead of the game is to realize the power of AI. However, I feel we need to be clear about the best ways of using the technology, and the operators who are going to prosper and differentiate themselves are those who quickly work out how to use the tech to act as a co-pilot and help us as humans do a better job.
Tell us more about your new feature, SmartScore
SmartScore is a Chat-GPT-fuelled evaluation process, which fits seamlessly into our existing QA and improvement workflows, bringing calls or tickets into the platform. If they’re calls, they’ll be transcribed and then at the press of a button, as part of the existing manual QA workflows, you’re able to use ChatGPT to score key parts of the conversations automatically. It’s really exciting and it’s a game-changer. I’ll be talking more about it in my presentation at the expo on the 27th in Theatre Hall 7 at 2pm and we’d love to demo the feature to anyone who wants to see SmartScore in action at our stand, 3046.
If you’re going to the Call & Contact Center Expo in Vegas next week, come and see us at stand 3046. If you’re not, don’t worry, click here to request a demo.