Eliminate manual scoring and make your agents better, faster
Most contact centers don’t know what’s really happening in customer interactions
Supervisors can only review between 1 and 3 percent of interactions. Without visibility into customer interactions, it’s impossible to effectively coach to improve agent proficiency and customer happiness. Divorced from performance management. scorecard factors aren’t correlated with KPIs.
What if your coaches could coach full time?
CoachingAI can eliminate manual quality scoring, enabling supervisors and quality analysts to spend more time coaching their agents and less time evaluating them.
Automatic Compliance
Track behaviors that demonstrate process compliance (proactive greeting, offering upgrades, reading disclosures, etc.)
Evaluate every conversation for adherence with operating procedures using LLM technology and your existing process documentation. Instead of tedious rule configuration, evaluation questions can be auto-generated from existing policy documentation.
Topic & Tool Mastery
Excerpt assertions of fact by agents from conversations for easy review by coaches
Gauge the accuracy of information being given to customers by validating agent statements against knowledge base articles and product content using the latest retrieval techniques and generative AI models.
Gain insight into how agents are using their tools—both ASAPP and 3rd party–and how outcomes are impacted at scale.
Measure Soft Skills
Speech analytics (conversation balance, interruption rate) and EQ behaviors (empathy, active listening)
CoachingAI assesses soft skills, such as empathy and active listening, and leverages speech analytics to analyze conversation balance and interruption rate, and how they impact CSAT.
No Rules Configuration
Leverage your existing policy documentation, the rules configuration process is automated for you.
Getting started with CoachingAI is easy. Simply share conversation data and agent metadata with ASAPP, align on a set of out-of-the-box policies, and perform batch evaluations to unlock the power of our AI platform.
Secure Transcript Search
Dispose of screen recordings and mine conversation insights with a powerful search and filter experience exposing transcripts as well as other conversation metadata.
It would require millions to monitor every minute
CoachingAI replaces impossible-to-scale manual and inefficient quality scoring practices. The cost to increase sample size to full coverage would be astronomical. Followed only by the cost to hire, train, and retain an army of unbiased evaluators.
Deploy CoachingAI with our flexible integration options
