Yes, we’ve validated this 90%+ scoring accuracy by benchmarking our AI Auto Scoring performance against that of manual evaluators in real-world enterprise contact center environments.

We also encourage our customers to take a “human-in-the-loop” approach to AI-powered QA, ensuring safeguards are in place for the most accurate AI evaluation results and secure implementation.

Absolutely. Scorebuddy offers extensive configurability to meet the needs of complex, cross-border enterprise operations.

This includes features like fully customizable scorecards (AI and manual), AI-powered translation and transcription of multilingual interactions, automated evaluators assignments & QA workflows, native data segregation for multi-vendor environments and BPOs, and more.

In addition, Scorebuddy is fully ISO 27001 certified by a UKAS-accredited vendor and offers enterprise-grade security measures for data privacy, regulatory compliance, and safe AI usage.

Visit our Security section to learn more.

Yes, you can. Scorebuddy allows users to QA both human and AI agents. This can be performed manually or using our AI Auto Scoring solution. We know that both human reps and AI chatbots contribute to the customer experience, so it’s critical that your contact center QA software is capable of evaluating both.

It’s also important to note that Scorebuddy users can run evaluations either manually or using our AI solution. You’re not tied to traditional QA or AI exclusively—you can switch the approach depending on your needs.

We’re aware that some agents may be skeptical about AI evaluations at first, but we’ve built in measures to meet this resistance and get agents engaged with AI-powered QA.

Every agent gets their own personalized Scorebuddy dashboard as standard, so they’re always receiving individual feedback as part of the QA function. And with Scorebuddy AI, we’ve added new features to this dashboard.

Agents can get an AI-generated summary of their recent performance in one click, highlighting strong points and opportunities for improvement. They can also easily query or dispute AI scores, or even toggle between AI and manual evaluation results with a single click.