CHATBOT QA

QA that gives you confidence in your virtual agents

Worried about your chatbots going rogue? With evaluagentCX, you can capture and analyze every conversation, uncover risks, and pinpoint failure points. AutoQA puts automated insights at your fingertips, so you can train and improve your chatbot more easily.

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Protect your brand’s reputation

To keep up with customer demand, chatbots are increasingly becoming an integral part of the contact center. Able to handle multiple requests, they can deliver quick, efficient answers at any time of day.

But just like human agents, chatbots benefit from thorough QA to identify issues. From misinterpreted intent to giving the wrong information, if left unchecked, your chatbots could frustrate customers faster than they can say ‘I’m afraid I can’t do that’.

Improve your chatbot with robust QA from evaluagentCX

Treat your digital agents as you would your humans! Without a solid QA process in place, you could find mistakes slipping through the net and hurting your customer experience.

evaluagentCX offers true multi-channel coverage, empowering you with deep insights that allow you to keep tabs on your digital agents. With our platform, you can:

  • Evaluate chatbot conversations across a range of out-of-the-box and customizable insight topics
  • Automate scoring with AI, featuring advanced reasoning provided by large language models
  • Compare performance between your human agents and chatbots
  • Identify areas for improvement to drive better service

Combined with evaluagentCX’s clear dashboards, you can deep-dive into data and find those must-monitor interactions that enable you to strengthen your CX.

How can QA for chatbots help contact centers reach their full potential?

  • Enhanced customer satisfaction: By ensuring accurate and efficient chatbot responses, you can minimize customer frustration, even in those edge-case, complex service scenarios.
  • Reduction in service tickets: Well-managed digital agents reduce the need for customers to turn to traditional service channels, easing the pressure on support teams.
  • Improved brand reputation: High-quality chatbot interactions help build trust and satisfy customers with quick resolutions – who are then more likely to share their positive experience. 
  • Boosted CSAT scores: Consistent, accurate and helpful AI assistants directly contribute to customer satisfaction, and their likelihood to recommend the service.

Lighten the load with AutoQA

Automate labor-intensive manual reviews of chatbot interactions with AutoQA. This powerful feature analyzes every interaction on your behalf, ensuring a thorough evaluation every time.

Want to intervene or change a score? You can do that too. Now, you have all the benefits of automation combined with all the nuances of human oversight that helps you continuously refine your digital agent experience.

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Help your digital agents shine as bright as your best human agents. evaluagentCX helps you monitor all your interactions across all your service channels, giving you the full picture of your customer experience.

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