Quality Bot is exceptional at creating an easy process
Rating: 9 out of 10
IncentivizedUse Cases and Deployment Scope
We have moved from manually reviewing calls for process and procedure to fully automating it using the Verint tool. We aimed to address the issue of quantity and limitation of using a human workforce to run QA over a set amount of calls. Using Verint, we've gone from 8% of calls reviewed for "soft skills" to 95% of calls reviewed.
Pros
- Audits all calls that qualify
- Quality Bot is exceptional at creating an easy process
- Reporting is easy to follow and present
Cons
- Personalizing the prompt to the QA Bot
- Allowing users to describe a different persona for the QA Bot
Likelihood to Recommend
Getting a view of all calls and a good pool of calls is the automated qualities strong suite. It can validate and score anything that is within he applicable rule set.
Usually, AQM is good for answering yes/no questions, would like to see some functionality around call segments or actions like hold.
RO
Ricardo Ochoa
Enterprise Analyst in Corporate at Kemper Insurance (5001-10,000 employees)
Vetted Review
12 years of experience