AI in Contact Center Quality: The Promises and Pitfalls

Réka Sarudi March 20, 2025

Smiling woman in yellow clothes holding a phone

Your contact center quality program is crucial for the success of your business. It’s a cornerstone for ensuring consistently high-quality customer service, delivering exceptional customer experiences (CX), and providing your staff with outstanding employee experience (EX).

As businesses strive to improve CX while balancing budgetary constraints and employee retention, many are looking for new ways of enhancing their operations.

Turning to automation and AI sounds like a sensible solution. However, it’s important to understand that simply deploying AI on top of existing workflows won’t magically improve contact center quality.

Read on to learn why.

Revolution without evolution is just r…

AI has the power to revolutionize contact center quality management by offering deep, actionable insights.

But what is revolution worth without evolution? AI’s potential can only be realized if the technology you choose is designed to focus on the right metrics and deliver meaningful information.

For example, many AI solutions on today’s market can only mine data from transcriptions and flood you with “anecdotal” information. This transcription data, while valuable, is not sufficient on its own. Transcriptions provide a record of what was said, but they lack the nuance and context needed to understand the quality of interactions fully.

As a result, your quality program will potentially be compromised with blind spots and inaccurate data. This can lead to missing coaching opportunities, misjudging agent performance, and impeding decision making.

Truly effective AI must go beyond transcriptions and delve into the distinctions of tone, sentiment and customer intent.

On the other hand, targeted AI—specifically designed for contact center quality management—can analyze interactions across all customer touchpoints and channels, identify patterns, and highlight areas for improvement with precision.

This way you can not only improve the quantity of contact center data analyzed, but also gain higher-quality, actionable insights.

Real-World Applications of Targeted AI

Targeted AI is designed to enrich your quality program with real insights enriched with context and granular metrics.

Truly efficient solutions offer AI models that can be trained on the unique aspects of your customer interactions and quality standards. By doing so, you can ensure that the insights generated are relevant and actionable.

For example, consider a scenario where a contact center uses AI to analyze 100% of customer interactions. To drive real outcomes, instead of merely transcribing calls, the AI should be able to assess the sentiment of the conversation, detect stress, agent empathy, or frustration in the customer’s voice, as well as identify key moments that contributed to the overall customer experience and service quality.

This level of analysis provides a much richer understanding of agent skillset and helps pinpoint specific improvement areas, while expanding supervisor capacity.

How to get started with AI in Contact Center Quality Management?

Adding AI to your quality assurance program doesn’t need to be a huge transformation. For example, with Verint, you can start small, focusing on one quality assurance process at a time. Here’s one suggestion on how to get started.

Start by mapping out all the quality evaluations and questions in place today. What are the current challenges? Are there inefficiencies, bottlenecks, blind spots?
Prioritize where you want to automate the evaluation process and apply AI. For example, if an agent could respond to a question in a variety of ways, would using automation and AI to populate the acceptable answers in an evaluation form free up supervisor time and provide you with more data? Will it make a quantifiable impact in an area where there is a pain point today?
Add AI to the evaluation forms and questions you have selected. This way it takes over the process of the evaluation without disrupting the workflow. Measure the outcomes.
Expand AI and automation across the rest of your quality evaluation forms and questions.

If you need help with getting started, you can request a consultation with one of our experts by filling in the form here.

AI for real business outcomes, now

Having outdated quality monitoring techniques is like being stuck behind a slow walker on your way to work. It can be frustrating and time-consuming, preventing you from reaching your goals efficiently. However, when you combine targeted AI with optimized workflows, you create a powerful synergy that drives significant improvements in contact center quality.

Our customers using the AI-powered Verint Quality Bot have already reported significant outcomes such as:

$6 million in savings through automation
32% increase in supervisor capacity
>93% point increase in interaction coverage with no additional headcounts
15.5 point increase in NPS, and many more.

To learn more about how you can achieve similar results, register for our upcoming webinar here.

Verint Quality Bot: AI at any stage of your journey

If you’re looking for a solution to introduce AI and automation to your quality program, Verint Quality Bot can be an ideal choice.

This bot can help you automate your processes and make your workflows better, faster and more efficient. The Verint Quality Bot uses the power of AI to help you speed up your form creation, autoscore up to 100% of your interactions, and enhance employee performance management.

Verint Quality Bot can be deployed at any stage of your AI and automation journey, without disrupting your existing workflows: