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Business Process - Quality Automation
Business Process - Quality Automation

September 20, 2021

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I have been on this journey to automate the manual effort of doing quality checks for contact centers, to cover the large number of volumes for better customer insights and trends. Wanted to share some of my learning on this journey.

There are tools in the market that would do basic level of automation that I call as Speech Adherence Automation. However, this does not fully automate the effort of doing quality. The Quality Automation Tool should have three capabilities to fully automate this effort. 1. Speech Adherence Automation, 2. Contextual Adherence Automation and 3. Process Adherence Automation.

1. Speech Adherence Automation (SAA) is done by creating a list of key words, terms and phrases which searches for these items in the call transcripts. This aspect only validates whether the rep said or asked a few things on a call and provides results of positive hits. This does not validate the context in which the words were said; hence, when finalizing the list, you are required to validate which of they words/terms/phrases are used in the desired context most times. This may not be 100% accurate, but can still give you some insights.

2. Contextual Adherence Automation (CAA) – Artificial Intelligence needs to be paired with SAA to learn more about the context and speech expectations and identify the context in which certain words/terms/phrases were used. This will help bring that automation accuracy closer to 100%.

3. Process Adherence Automation – Once you have SAA + CAA in place, you will need to build the tool’s capability to interact with your core systems so that it can read and validate if the actions taken by the rep in these systems, align with what the customer requested and the standard process guidelines to complete that request. This will complete the full cycle of Quality Automation. Not to forget, it will also validate of the rep authenticated the caller accurately and with these three capabilities, took the right action based on the responses to the authentication questions by the caller.

 


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