Scorebuddy launches innovative GenAI QA solution to enhance customer experience evaluations

Scorebuddy has recently introduced its innovative Quality Assurance (QA) solution, which harnesses the capabilities of generative AI (GenAI) to enhance customer experience evaluations. The company’s GenAI Auto Scoring feature is designed to streamline the process of scoring agent-customer interactions, traditionally a time-consuming manual task, by automating substantial portions of it. This advancement positions Scorebuddy at the forefront of technological developments aimed at optimising customer interactions within contact centres.

Prior to the implementation of the GenAI Auto Scoring feature, the evaluation of customer interactions was limited. Evaluators could only examine a fraction of conversations due to the manual nature of the process, often reviewing only a small sample size. With the new automation capability, companies can potentially score 100% of conversations, making it feasible to evaluate up to 50 times more interactions without the need for additional personnel or resources.

The efficiency of the process has seen dramatic improvements; manual evaluations, which could take up to five minutes, can now be completed in as little as two seconds. This marks a significant reduction in processing time, whereby interactions are audited over 100 times faster than before. Emmanuel Doubinsky, Scorebuddy’s Product Director, expressed confidence in the unique approach of the company, suggesting that their GenAI solutions align more closely with customer objectives compared to competitors. “Our view of the world is the QA governance of every large company has been built on KPIs, objectives, corporate constraints, et cetera,” Doubinsky noted. He emphasised that their GenAI technology is designed to work in conjunction with existing customer processes rather than necessitating a complete overhaul.

To further support potential customers, Scorebuddy offers a “proof of value” trial period. This allows companies to ascertain how much of their current QA processes can be automated and to what degree, ultimately leading to a tailored implementation that aims to ensure a return on investment (ROI). “We’re not asking them to change,” Doubinsky stated, highlighting the company’s commitment to customised solutions that meet specific customer needs.

As the customer experience (CX) sector anticipates 2025 to be a pivotal year for AI, having a proven business case showing the effectiveness of such solutions will become increasingly important. Scorebuddy’s ability to inform clients about this impact positions it advantageously within the evolving landscape of customer service.

In addition to focusing on automation, Scorebuddy is attentive to the experiences of contact centre agents, an aspect often overlooked in QA technology. Doubinsky notes that neglecting agent well-being can lead to heightened turnover rates and burnout among staff. He expressed satisfaction with feedback regarding Scorebuddy’s agent dashboard, which is perceived as one of the top offerings in the market. “QA is for agents,” he reiterated, asserting that the technology should serve to enhance agents’ performance and self-improvement.

On the aesthetic front, the GenAI Auto Scoring feature’s reporting capabilities also contribute to a positive experience for QA managers. By utilizing a unique business intelligence (BI) tool, the resulting reports can be generated in visually appealing formats, aligning the presentation of findings with the quality displayed on the dashboard. Doubinsky noted that it is essential for QA managers to demonstrate the value of their solutions, stating, “The PDFs we export and share look as nice as a dashboard. This is so important as a QA manager because it lets you say, ‘we are delivering value, look how beautiful it is’.”

For those interested in exploring Scorebuddy’s GenAI Auto Scoring solution further or beginning their own “proof of value” trial, the company’s website provides additional information and resources. Furthermore, CX Today has conducted an exclusive interview with Emmanuel Doubinsky, offering deeper insights into the potential of AI in the QA sector.

Source: Noah Wire Services