Our Quality Monitoring solution with Artificial Intelligence provides a scalable system that monitors agent service quality concerning greeting, understanding, handling, and closure, sharing improvement directions for each interaction.
- Automated quality monitoring
- Topic-based scoring
- Justification of assigned scores
- Guidance on how to improve service per topic
- Customer sentiment per interaction
- Reports and dashboards with key offenders, contact reasons, agent scores, etc.
- Quantitative monitoring reports
- Report API
Conciex.Agent was born out of operational needs where volumes were unbalanced, and the number of resources needed to be much higher. We brought some artificial intelligence agents to life!