Benchmark your Quality Assurance with our 'QA Impact Scorecard'

Artificial intelligence is everywhere at the moment, with both positive and negative connotations attached to it. Forrester predicts that by 2025, technologies like robots, AI, machine learning, and automation will replace 7% (or 22.7 million) of jobs in the US alone.

However scary that may be to some, these technologies shouldn’t just be thought of as ways to replace humans. So let’s stop thinking about how technology is hindering us or taking over, but how all this amazing tech can not only enhance our work but what can we hand over in order to function better. Create technology that does the admin, the menial tasks and deals with the daily clutter that we all have at work. After all, as humans, we are still in charge (for now…)

Take In-gage for example. We have created a Salesforce Contact Centre app that syncs with Salesforce and can be used to improve the efficiency and profitability of a company and are now taking our first steps into AI. When looking at Quality Assurance in Contact Centres, we’ve found you can increase the number of interactions that can be monitored in a day using this technology. It then passes on only the key communications (whether positive or negative) to the QA team for further assessment and all the interactions that don’t need any follow-up just pass through the system. This means the QA team isn’t wasting time on comms that don’t need any in-depth assessment, and they can really focus on highlighting learning opportunities or interactions that deserve praise or recognition. Much more efficient!

Using AI also means this process of analysing interactions is a lot quicker and the incident is handled when it is fresh. You have a much higher chance of being able to affect a change in behaviour if it’s in real-time, versus manually go through the data provided by the QA team once they’ve listened to all the different quality of calls – that is even if one that requires attention gets randomly selected for assessment.

Accenture research on the impact of AI on 12 developing countries found that by 2035, AI will increase labour productivity by up to 40% – enabling people to make more efficient use of their time being creative and innovative in a way that technology can’t mimic. So you can see how the inclusion of AI doesn’t mean replacing a human role, but enhancing it.

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