SmartScore

Your new Co-Pilot helping you evaluate conversations in seconds

We’ve combined the latest developments in AI and machine learning to integrate ChatGPT into our market-leading QA & Improvement platform. SmartScore will accelerate the evaluation process and support your QA team without removing human oversight.

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Evaluate faster

Evaluate ANY conversation in less than 10 seconds
One Click

No lengthy implementation process, start using SmartScore with the click of a button.
Low cost

Pay a fixed price per user and avoid unpredictable pricing models.
Augment

Allow Evaluators to add more value with a focus on coaching & training.

Evaluate any conversation in seconds with just one press of the button with SmartScore from EvaluAgent

Import any conversation

Integrate your chosen call recording platform or ticket management solution to automatically import conversations, or simply drag and drop calls and tickets into EvaluAgent.

Transcribe, summarise and tag

By simply clicking a button, the conversation can be transcribed within seconds, providing a summary and identifying key moments to get a high-level view of what occurred during the interaction.

Use out-of-the-box moments or build your own

Out-of-the-box key moments, such as customer frustration, repeat contact, and complaint escalation, are automatically tagged to provide you with valuable insights. Additionally, you can create your own key moments to gain more clarity on the areas that are important to you.

Score in seconds

Click SmartScore to quickly evaluate conversations, get improvement suggestions and coaching tips, and support the QA team to work faster.

Add value with AI prompted coaching tips

Get analysis of each line item score with improvement suggestions. Evaluators have oversight of scores and can add or modify feedback before publishing. Prompted coaching tips help maintain consistency and provide comprehensive feedback.

Test & refine prompts

We’ve made SmartScore flexible, letting users add ChatGPT prompts as needed for a balance between AI and human scoring. Prompts can be edited easily as you continue to test and refine for better scoring accuracy.

Gain visibility of SmartScore accuracy

Advanced reporting tracks SmartScore performance, including the number of line items scored and modified during an evaluation, for prompt management and monitoring scoring accuracy and progress over time.

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Tour SmartScore

With just a click of the button, SmartScore will summarise the conversation for greater insight, automate the scoring of line items and provide AI-powered coaching tips to supercharge agent improvement.

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FAQs

What is Chat-GPT?

Developed by OpenAI and backed by Microsoft, ChatGPT has taken the world by storm. ChatGPT is a chat interface which uses large language models (GPT3, 3.5 and now 4) to answer questions and generate content based on the questions (Prompts) that have been asked of it with relevant and coherent output and human-like accuracy. Used by the majority of users to complete simple tasks such as the generation of social media posts, businesses like EvaluAgent are now utilizing AI for specific use cases, such as; the summarization and evaluation of inbound customer contact.

Is Chat-GPT a free tool?

ChatGPT offers a free version of their tool however, it is only intended for research purposes and many users may not realize that by using the free version, users agree to allow researchers to access potentially sensitive data, For any commercial use of the technology, such as Contact Centre Quality Assurance, then a commercial agreement and ultimately payment is required.

Does Smart Score mean I no longer need a QA team?

No SmartScore is not a replacement for a QA Team. Instead, this tool was built to enhance the role of evaluators by enabling them to evaluate conversations more efficiently and accurately. Powered by ChatGPT, SmartScore allows evaluators to score conversations at the click of a button while still maintaining human oversight. Therefore, the tool augments the role of a QA team rather than a substitute for it.

How much does it cost?

EvaluAgent is thrilled to offer SmartScore, a game-changing auto-scoring technology for £10 per user/month.