What are they?
Pathlight's AutoQA feature automatically grades 100% of your conversations against a QA template, significantly increasing the coverage of your QA process. The QA template is highly configurable and often the same one that is used in the manual QA process. You can grade against questions specific to your business, calculate scores, and provide feedback to your team.
How does it work?
Upon detecting an interaction with a customer, the AutoQA feature will automatically evaluate it based on the questions defined by your organization. Administrators can also provide extra context to each question to ensure that our Large Language Model (LLM) understands your unique business case. After the assessment, the AI will generate a score for the conversation, which will then be reflected for the agent.
Benefits of the Feature:
Generally, using manual QA, Quality Assurance teams can expect to monitor quality on 1-5% of their customer conversations. With AutoQA, that percentage increases to 100% and ensures critical issues do not slip through the cracks. It also means that managers can save time scoring conversations and deal more with the high-priority issues that AutoQA identifies.
We hope this was helpful! Please submit a ticket here if you have any questions or need further assistance.