AI-assisted Quality Auditing

Automatic quality audits and compliance checks, with customisable scorecards and coaching tools

3 Ways to In-gage with us

Meet our Salesforce Quality Assurance tool

We’ve harnessed the power of AI for QA to make quality auditing faster and more efficient. Our native Salesforce quality auditing tool is designed to help you measure the quality of your customer service. Our solution is adaptable to suit your industry and requirements and allows several types of scoring.

As quality data is held in your Salesforce you can link the scores and learning directly to cases and opportunities. Enhanced reporting and dashboards will give your frontline staff, managers and senior managers insights into the performance of the team, individuals and departments.

Our AI-Assisted Quality Auditing ensures all cases are automatically checked for the emotion/sentiment expressed by customers and agents, giving high levels of insight to QA teams and management on which cases require attention. The AI can also be utilised to flag compliance errors as they occur, minimising risk and ensuring a better customer service is provided.

Features

Quality Audits direct in Salesforce
Customisable forms
Critical errors
Automate reporting and real-time feedback
Coaching items
Coaching forms
Appeals process
Automatic behavioral scoring

Benefits

Agents use one system with real-time feedback
Standardise your auditing process
Mitigate compliance risks & process errors
High-level details down to granular information on specific i nteractions
Reduce manager’s time spent data gathering
Click-of-a-button coaching with individualised performance
Enables transparency of QA performance
Intelligently audit cases based on the sentimental behaviors expressed by customers and agents