Scorebuddy Unveils Breakthrough in AI Scoring Accuracy with Personalized Knowledge Base Integration

Dublin, Ireland – October 28, 2025 – Scorebuddy, the market leader in contact center quality assurance, announces a significant leap forward in AI-powered QA with the launch of its innovative AI Knowledge feature. 

This marks the first time a specialist contact center QA vendor has harnessed retrieval-augmented generation (RAG) to deliver product- and policy-specific context at the scorecard question level—setting a new standard for accuracy and relevance in automated evaluations. 

Derek Corcoran, CEO, Scorebuddy: 
“This innovation is a direct response to our customers’ need for reliable, scalable, and context-driven QA. We identified a clear challenge in replicating the institutional knowledge that human evaluators bring to the scoring process. AI Knowledge is the solution and Scorebuddy is proud to lead the industry into a new era of intelligent automation.”

A New Era of Contextual AI Scoring 
Traditional manual QA workflows are laborious, offer restricted visibility with low sample rates, and can struggle to keep pace with the demands of modern customer support.

While Scorebuddy’s flexible AI Auto Scoring has enabled organizations to evaluate up to 100% of interactions, complex scorecard questions—especially those requiring nuanced, organization-specific knowledge—have remained a challenge for generic LLM-powered solutions. 

With AI Knowledge, Scorebuddy empowers organizations to personalize their QA process by connecting AI Auto Scoring directly to their unique, dynamic knowledge base. 

This breakthrough ensures that every evaluation is grounded in the latest product details, policy updates, and compliance requirements—delivering unprecedented accuracy and consistency at scale.

Emmanuel Doubinsky, VP of Product, Scorebuddy:
“AI Knowledge represents a paradigm shift in how organizations can trust and scale their QA processes. By delivering context-aware scoring at the question level, we’re unlocking new possibilities for AI scoring accuracy and operational efficiency.” 

Precision QA Tailored to Your Business 
Unlike conventional AI QA tools trained on broad public datasets, Scorebuddy’s RAG-powered solution dynamically retrieves and applies the most relevant internal documentation for each scorecard question. 

Whether evaluating compliance protocols, troubleshooting complex technical issues, or assessing adherence to proprietary check lists, AI Knowledge enables automated QA that truly reflects the realities of your business. 

As your knowledge base evolves, so does your QA process—automatically and instantly. No engineering work or manual configuration required. Simply activate AI Knowledge and experience enterprise-grade control over even the most complex QA scenarios. 

Get a demo of AI Knowledge and see the future of AutoQA in action. 

About Scorebuddy 
Scorebuddy is an AI-powered contact center quality assurance platform trusted by over 50,000 users across 25 countries. By enabling QA for 100% of customer interactions—both AI and human—Scorebuddy delivers complete visibility and actionable insights for customer support operations while maintaining a sharp focus on the humans in the loop, both evaluators and advisors. Learn more at www.scorebuddyqa.com.