Workforce engagement management solutions provider Playvox has launched a new AI-based quality assurance feature, AutoQA.
Set to be released in phases, the product helps improve the efficiency of quality assurance (QA) processes in contact centers through sentiment scoring across 100 percent of customer support interactions.
Users can leverage AutoQA features through the Playvox Quality Management platform and gain insight into all digital interactions, such as email, chat, and social. Sentiment Reports feature provides a positive, neutral, or negative customer sentiment according to automated interaction analyses for a comprehensive overview of customer satisfaction.
In addition, organizations can see how they stack up against competitors via interaction sentiment trends that are measured traditionally.
Kristyn Emenecker, Chief Product & Strategy Officer, Playvox, said: "Almost two decades into the application of analytics to illuminate and automate the world of QA, confusion persists, and AI insights remain the exclusive possession of the largest few.
"Our commitment is to bring the powerful lens of AI to the hard-working QA analysts supporting customer service teams of all sizes. AutoQA is our latest example of an agent-empowering solution for delivering exceptional customer experiences. The out-of-the-box, AI-powered SaaS solution lets operations executives and quality managers spend less time figuring out where there might be quality problems and focus more resources on fixing issues."
AutoQA is available in early access to Playvox Quality Management customers on Zendesk, Salesforce Service Cloud, and Kustomer platforms.
Playvox’s acquisition of Prodsight, which is now Playvox Customer AI, influenced the product development of AutoQA through the use of intelligence (AI) and Natural Language Processing (NLP).
Customer AI, a customer insights solution, uses AI to surface insights from customer conversations and feedback. The solution also captures and tag conversations in third-party apps such as Zendesk, Freshdesk and Intercom.