A common complaint among teachers today is that they spend more time testing and evaluating students than they do actually teaching them. While this is true in many schools, it’s also true for businesses that hire workers that need to train them to perform a job.
Call centers often hire workers with no previous call center experience, which means these employees need to be trained in the company’s products and services, the selling process itself, and the use of the organization’s software assets. To ensure that workers are fully trained and engaging in customer interactions the right way, these companies frequently evaluate employees. At least one company believes that with the help of AI, the process can be automated.
Contact center solutions provider ASAPP recently introduced CoachingAI, a new product that automates the quality evaluation for 100% of contact center interactions, enabling supervisors and quality analysts to spend more time coaching their agents and less time evaluating them. CoachingAI is the latest in ASAPP’s suite of generative AI customer experience products, including AutoAssist, AutoCompose, AutoSummary, AutoTranscribe, GenerativeAgent, and the ASAPP Messaging platform. A variety of large customer-facing client companies rely on the solutions for agent evaluation.
Today’s contact center supervisors are tasked with coaching agents and improving overall performance but are spread too thin and lack sophisticated technology. Up to 50% of supervisor time is spent on manual reviews, leading to supervisors being able only to review between one and three total percent of interactions. CoachingAI closes this gap using a novel approach to score all aspects of customer interactions, according to ASAAP.
Elements of the new solution include large language model (LLM)-based automatic compliance analysis; topic mastery features to gauge the accuracy of information being shared with customers by validating agent statements against knowledge base articles using generative AI models; and tool mastery evaluation to identify where agents are struggling with their tools and find opportunities for workflow optimization or additional training.
“We hear repeatedly that contact center supervisors and quality analysts don’t have the bandwidth or tools to understand agent performance and identify opportunities for improvement fully,” said Rachel Knaster, ASAPP's Chief Product Officer. “With thousands of daily conversations, it’s unrealistic for them to review every interaction. Using generative AI, CoachingAI enables supervisors to provide highly personalized coaching for every agent.”
Edited by
Alex Passett
