Yes. It doesn't replace your team - it makes the process more efficient and effective.
Yes. Auto-QA is unlikely to provide a 100% replacement for every aspect of your current manual scorecard. You can adapt many elements to work well with automation, but some will still require manual assessment. Every client’s needs are unique and, as part of a fully supported onboarding process, we’ll work with you to get the balance right for your operation.
Auto-QA allows you to conduct more targeted checks by selecting calls for manual review that are potentially at greater risk. The value that Auto-QA brings is that instead of less than 10% of all calls being manually reviewed, Analytics will ensure up to 100% of calls are checked in the most high-risk areas.