AI for Quality Assurance _ Enhancing Contact Center with AI

    8 Ways to Enhance Quality Assurance With Contact Center AI

    Navigating the demands of a complex, thriving contact center has become increasingly difficult over the last several years. An upswing in customer expectations and interaction volumes puts pressure on key metrics like average handle time (AHT), customer satisfaction (CSAT) scores, first contact rate (FCR), and more. While the temptation to revamp your center overnight exists, it comes with its own challenges.

    Contact center AI is an appealing solution to these issues. It can intelligently automate processes, facilitate customer interactions, provide valuable insights, and even eliminate manual tasks from your workflows.

    According to a study from Call Centre Helper, 33% of contact center professionals see contact reduction (dealing with huge volumes) as the primary driver for implementing AI.

    In this article, we’ll cover the different ways you can leverage contact center AI tools to help improve efficiency and performance, the benefits that AI quality assurance software can bring, and outline a plan on how to smoothly implement AI in your organization.

    8 Ways to Use AI for Contact Center Quality Assurance -1 copy

    8 ways to use AI for contact center quality assurance

    #1. Automatically route calls to suitable agents

    With contact center AI, you can set up intelligent, automatic call routing (ACR), allowing you to direct customers to the most suitable agents based on skill, department, or team. That way, they don’t need to bounce from agent to agent to have their issue resolved.

    This intelligent routing system streamlines workflows for your call center and can significantly enhance agent performance by aligning their strengths with customer needs.

    #2. Offer advanced self-service and chatbots

    Leveraging the power of these AI tools can help streamline workflows by cutting down on menial tasks and common queries. This not only enhances the customer experience by minimizing wait times but also allows agents to concentrate on complex cases, improving overall service quality.

    They can also be paired with AI-powered chatbots that can respond to and learn from your customers, delivering personalized and accurate support to elevate the customer experience.

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    #3. Deliver real-time agent coaching

    Many AI quality assurance platforms can analyze interactions with users as they happen, helping agents by identifying opportunities for improvement and providing them with immediate, actionable feedback. They can also offer tips and seamless access to relevant knowledge base articles, ensuring they’re equipped to handle issues on the fly.

    Additionally, since these tools are already integrated into your calling system, they’re able to monitor calls and immediately notify supervisors and management if calls escalate beyond your agent’s capabilities. That way, supervisors or managers can quickly intervene where needed.

    #4. Deploy speech analytics and automate sentiment analysis

    These tools can integrate fully into your infrastructure, even within your calling systems. They’re able to utilize AI to analyze call recordings for customer sentiment, tone, and language, and offer insight into satisfaction levels and potential frustrations.

    By pinpointing customers' emotional states in calls, contact center AI tools can help identify not only what’s being said but also how it’s being expressed, which can help shed light on agent behavior and delivery. You can identify speech patterns and help coach agents on how to deliver more mindfully of the customer’s emotional state.

    #5. Ensure consistency in quality scoring

    Incorporating call center AI into your quality scoring mechanisms can enhance objectivity and consistency within your QA processes. Unlike traditional methods, which may suffer from human bias and variability, AI-based tools can analyze interactions with uniform criteria, ensuring a fair and consistent evaluation of agent performance.

    This approach not only contributes to a more reliable quality scoring framework but also reduces the workload for quality assurance teams by automating routine assessments. That way, they can spend more time reviewing the analysis and coaching agents effectively instead of being bogged down by lengthy QA scoring processes.

    #6. Leverage predictive analytics

    Predictive analytics paired with call center AI can transform how call centers anticipate and meet demands. They sift through both historical and real-time data to uncover insights and make accurate predictions, enabling teams to proactively adjust staffing requirements and reallocate resources as needed.

    The ability to forecast call volumes, identify peak times, and predict customer service ensures that the right number of agents are available at the right times, helping to optimize efficiency and improve customer satisfaction. Plus, using predictive analytics can help identify potential issues before they escalate, allowing your teams to take preemptive action.

    #7. Auto-score conversations

    AI quality assurance software offers the capability to automatically evaluate agent-customer interactions against a set of pre-defined criteria, such as resolution effectiveness, tone, product knowledge, empathy, and more.

    By harnessing AI to systematically assess these interactions, call centers can significantly reduce the volume of manual QA work required.

    This streamlines the quality assurance process and ensures a consistent and objective analysis of every interaction. In addition to operational efficiency, auto-scoring with AI provides deeper insights to enhance overall customer service quality.

    #8. Analyze 100% of interactions

    Utilizing contact center AI allows you to analyze every interaction across all of your communication channels. This allows your teams to identify hidden trends and patterns that would go unnoticed by human eyes.

    By evaluating every human interaction, AI provides a detailed overview of service quality, highlights specific areas for improvement, and pinpoints coaching opportunities for agents. Moreover, it plays a crucial role in ensuring compliance by flagging any deviations from standard protocols or guidelines.

    AI quality assurance software enables teams to proactively address issues, tailor training programs more effectively, and uphold the highest service standards.

    What are the benefits of integrating AI in contact centers?

    Improved customer experience

    AI can identify the common factors contributing to first-time issue resolution by analyzing data across countless customer interactions. This helps boost FCR rates and reduce customer frustration. The ability to pull insights from previous exchanges means AI can tailor conversations to the individual's history, enabling a more relevant and personalized service experience.

    Additionally, the average time spent on each call (AHT) when AI handles routine queries can decrease, contributing to shorter customer wait times. This not only streamlines the process but also allows for the dedication of more time to complex issues, enhancing overall service satisfaction.

    Enhanced agent coaching and training

    With AI's capability for real-time guidance, agents receive instant feedback, allowing for in-the-moment learning and improvement. Tailored coaching becomes the norm as AI identifies individual strengths and areas for development, ensuring training is personalized and impactful.

    On top of that, AI quality assurance software offers consistency and impartiality, which leads to fairer, more accurate evaluations. And that directly feeds into better agent job performance, better job satisfaction, and a significant decrease in burnout rates and employee churn.

    Increased operational efficiency and cost savings

    By automating manual tasks and utilizing chatbots and self-service options for straightforward inquiries, AI significantly reduces the workload on human agents. This automation allows for the more strategic deployment of staff and resources, ensuring that human expertise is directed where it's needed most.

    AI-driven analytics provide insights that help optimize staffing levels and resource allocation, preventing overstaffing and underutilization. This streamlined approach enhances operations' efficiency and leads to considerable cost savings.

    Data-driven decision making

    Integrating contact center AI unlocks the potential to analyze 100% of customer interactions, transcending the limitations of traditional sampling methods. This comprehensive approach transforms raw data into actionable insights, painting a full picture of customer satisfaction, agent performance, and operational efficiency.

    With these analytics, you’re able to create evidence-based decisions based on strategy, staffing, and quality assurance. These AI-powered analytics help provide a solid foundation for targeted coaching, fine-tuning your operations, and enhancing your overall customer experience.

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    Greater scalability and flexibility

    The integration of AI into call centers significantly enhances scalability and flexibility, both key components for adapting to fluctuating demands within your call center.

    With the auto-scoring features of AI quality assurance tools, you can dynamically adjust the extent of human evaluations needed, ensuring efficiency without compromising quality while saving your team time.

    Additionally, the use of advanced AI-powered chatbots and self-service options can empower your call center to manage spikes and lulls in customers, reducing the dependency on agent availability. This ensures that your resources are optimally utilized and that customer service remains uninterrupted, regardless of the volume of interactions.

    Proactive customer service

    Contact center AI identifies patterns and predicts needs by analyzing historical data, real-time information, customer demographics, and other data points, allowing your teams to observe and intervene before issues escalate.

    This preemptive approach enhances customer satisfaction (CSAT) and Net Promoter Score (NPS), fostering a positive perception of your brand as attentive and anticipatory.

    Stronger compliance monitoring

    AI’s comprehensive analysis of 100% of interactions significantly strengthens compliance monitoring in contact centers. This ensures every conversation adheres to regulatory standards, identifying potential lapses before they escalate.

    By monitoring for specific compliance-related terms and patterns, AI not only aids in immediate correction but also serves as a foundation for targeted coaching, aligning agent behavior with legal and company guidelines.

    How to get started with AI quality assurance in your contact center: 4 steps

    Understanding the benefits AI can bring to your quality assurance processes sets the stage for implementation. The transition to an AI-powered system need not be overwhelming. In fact, breaking the process into a series of structured steps can help facilitate a smooth integration. Here’s a practical guide to lay the groundwork and kick off your journey with AI quality assurance:

    #1. Define your goals

    Setting clear goals paves the way for impactful AI deployment in your contact center. First, you need to understand your center's current performance—this involves a thorough assessment to identify specific areas that can be optimized by AI. Engage with stakeholders to align expectations and ensure you all can agree on a common focus. Effective goals might include improving AHT, enhancing FCR, or raising your NPS.

    Once identified, track these metrics before and after AI integration. This will demonstrate the tangible impact of AI on your operations and spotlight areas for continuous improvement. With this information, you can start planning to reach these goals and have every step laid out ahead of you.

    #2. Choose the right AI tools

    Selecting the perfect AI tools for your contact center begins with understanding the specific AI features that align with your goals. Do you need auto-scoring capabilities to streamline quality assurance, in-depth analytics to glean customer insights, or intelligent routing to optimize your workforce management? Define these functions to inform your search.

    Then, prioritize research over popularity; look for solutions that best match your requirements rather than opting for the latest market trend. Discover AI quality assurance software and vendors that meet your needs—those that promise adaptability and deliver tangible results. Remember, the right tool should enhance your operation's efficiency and contribute to a superior customer service experience.

    #3. Set realistic expectations

    Setting realistic expectations is key as you integrate AI into your call center. While AI offers transformative potential, it’s not an instant cure. Your success requires a blend of AI technology and human expertise.

    AI excels in handling data, automating repetitive tasks, and providing insights, but the nuance of human understanding and empathy are still incredibly important. Think of AI as a powerful tool, but only one of many inside your toolbox, and one that still requires human touch. Recognizing this balance can help you reach your goals instead of a rushed, quick fix that might fall flat.

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    #4. Take it slow

    Integrated AI quality assurance can revamp your contact center's processes, but remember—change won't happen overnight.

    Initiating AI integration gradually allows room for careful planning and implementation. Start by applying it on a smaller scale, perhaps as a pilot program, to gauge its effectiveness. Actively seek feedback from different sources—agents, customers, and supervisors—to fine-tune AI applications.

    As you gain confidence in the system and observe improvements, scale up AI usage while continuously monitoring its performance. Adopting a measured, step-by-step approach ensures a thoughtful, successful integration of AI into your contact center.


    By automating tasks, providing real-time analytics, and enhancing customer interactions, AI not only boosts efficiency but also elevates the quality of service to new heights. The benefits of integrating AI are clear—from improved operations and cost savings to proactive customer service and stronger compliance monitoring. However, this requires a measured approach, setting realistic expectations, and choosing the right tools.

    As you prepare to revolutionize your call center, partnering with the right vendor like Scorebuddy can make all the difference. With our AI agent assistance, GPT-powered auto-scoring and summaries, and 100% interaction coverage, you’ll set yourself ahead of the game.

    Ready to unlock the potential of AI in your call center? Contact Scorebuddy today, and let's embark on this journey together. Transform your operations, enhance your customer experience, and achieve your business objectives with the power of AI. Book a demo today.


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      How is AI used in contact centers?

      AI in contact centers is used to automate responses through chatbots, provide real-time customer service, analyze voice and text for sentiment, route calls to the appropriate agent, drive predictive analytics for better decision-making, and more.
      It enhances efficiency, improves customer satisfaction by reducing wait times and personalizing interactions, and supports agents with real-time guidance and feedback. AI also plays a crucial role in quality assurance, monitoring all interactions for compliance and coaching opportunities.

      Will AI replace contact center agents?

      AI is designed to augment contact center agents, not replace them. It streamlines repetitive tasks and offers tools for better efficiency, allowing agents to focus on complex customer needs that require human empathy and decision-making skills. AI supports enhanced service quality but cannot replicate the nuanced understanding of a human agent.