AI-powered QA to improve human-powered customer service
Welcome to your hub for agent insights and closed-loop coaching. Creovai automatically scores 100% of your conversations and gives your managers everything they need for data-driven coaching sessions.
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How Creovai’s QA automation works:
Score every conversation on your QA criteria
Connect Creovai to your conversation data sources and add your custom QA scorecard to the platform. Creovai tracks and scores objective criteria based on what your agents say and do in their customer interactions.
Incorporate agent evaluations
Still want to include human analysis in your QA process? Create editable evaluation forms in Creovai and run reports on these evaluations and your automated QA scorecards to get a complete view of your agents’ coaching needs.
Identify the highest-impact coaching opportunities
Use Creovai’s QA dashboards to identify top opportunities for improvement at the team and individual levels.
Coach agents and track progress
Complete coaching sessions and view agent goals, evaluations, and interaction records from a centralized agent coaching hub.
Reduce manual QA time and cost
Manual QA is a time-consuming process, and the average QA team only has the capacity to review 1-2% of their contact center’s interactions. Creovai reduces manual QA time by up to 80% while enabling your team to review consistent, objective criteria across every interaction. Increase your team’s bandwidth for more strategic work while eliminating the need to increase your headcount.
Improve agent performance
Provide agents with specific, data-backed feedback to help them deliver better customer service. Track improvements in agent behaviors and reward goal attainment, creating a positive employee experience that encourages agents to stay with your contact center for longer.
Improve the customer experience
Track and coach positive agent behaviors, leading to better service interactions and outcomes for your customers.
QA capabilities that managers and agents love
Custom QA scorecard automation
Combine Creovai’s pre-built insight categories with your custom QA criteria to build an automated scorecard that tracks important agent behaviors and compliance requirements.
- Customizable scorecard criteria and weighting
- 100% QA automation for objective, utterance-based criteria
- Hundreds of pre-built insight categories
Agent evaluations
Supplement automated QA scorecards with manual evaluation forms stored in Creovai. Track the objective and subjective criteria that matter to your contact center.
- Custom editable evaluation forms
- Manual point assignment for evaluation scoring
- Reporting on evaluations and QA scorecards for complete agent performance view
QA dashboards
Get a bird’s eye view of team performance and drill into individual agent scorecards and interaction transcripts with Creovai’s QA dashboards.
- Manager dashboards to track QA performance for teams and individuals
- Optional agent dashboards for individual scorecards and behavior benchmarking
Agent coaching hub
Provide a home base for managers to complete coaching sessions and track agent progress.
- Centralized location for coaching session notes, evaluations, agent goals, and interaction records
- Editable coaching session drafts for managers
- Agent acknowledgement workflow for completed coaching sessions
Creovai customers are making QA pay off
“Our traditional way of conducting QA ended the minute we got Creovai. We were going to have to hire two more QA agents. We didn’t have to hire anyone. The application has paid for itself three times over.”
FAQs
Can Creovai automate our call QA scoring?
Yes. Creovai makes it easy to build custom QA scorecards, including weightings from both automated and manual analysis. You can get an overview of agent and team performance in a QA dashboard and build agent-specific reports for coaching.
Can QA managers view a specific part of an interaction based on the appearance of specific phrases or event flags?
Yes. Creovai provides an interaction summary view of all detected insight flags, which we call categories. You can simply click a category label to jump to the point in the interaction in which it occurred, All interaction transcripts are viewable and highlight all detected categories. You can directly access the audio for a call from any point in the interaction by clicking the transcript.
Also, a reviewer can refer to the AI summary and chapters at the top of every interaction to quickly identify and jump to the section of the conversation they want for closer inspection.
Does Creovai automatically flag compliance risk events?
Creovai can automatically detect and report single risk events, conditional risk events, script violations, and unprofessional behaviors. Creovai maintains a compliance library with pre-built event categories, and customers may add additional categories as needed to protect the business.
Examples may include compliance disclosures that must be said every time, qualifying questions that must be asked only in certain scenarios like a converted sale, or statements that carry a fine risk that should never be said by some or all agents.
Can QA managers manually audit flagged at-risk interactions in Creovai?
Yes. For auto-detected risk events, QA managers can drill down into reports to view at-risk interactions.
Creovai provides the ability to comment on interactions both privately and publicly. Those comments can be shared with other users who can reply so as to collect and manage comments in the case. Best practices include using Labels to disposition the interactions for future reporting (i.e. escalated, employee conduct addressed, etc). Should a QA manager find something sensitive, that call can be quarantined so only an approved Admin can access the interaction.
Can Creovai use AI to answer questions from our QA criteria that are not objectively available via phrase matching or other traditional methods?
Yes, Creovai has a generative AI Questions function that can run on every interaction to provide answers about more subjective topics such as a customer's specific reason for cancellation, the steps a support agent took to resolve an issue, or if there were any missed follow-up actions required. The answers are available in reporting and as filter points to provide different perspectives on other analyses.