Automated Quality Management

The Verint Quality Bot automatically creates scoring rules by learning from your manual evaluation forms. By simply providing a few examples of what an ideal agent response looks like for each question, the bot uses generative AI to automatically create a rule to automate the scoring model.

The result is a more accurate evaluation framework that can help you identify opportunities for improvement, enhance employee coaching, and make performance reviews more objective.

Most contact centers only review between 1 and 3% of calls.  This severely limits your ability to identify risks and manage quality and compliance. 

The Verint Quality Bot is here to help you score up to 100% of your agents’ and chatbots’ performance based on your scoring rules,  across all channels – without human efforts. 

Evaluate the results and get the full view of the quality of your interactions. Auto-assign coaching proactively when an employee’s KPIs fall below your pre-defined threshold. Help supervisors give fact-based, actionable feedback. Provide your team with quality dashboards and improve the transparency and objectivity of performance reviews. 

Failing to meet regulatory guidelines or internal processes can lead to poor customer experience, negative brand perception, hefty fines, and other penalties.

Verint Quality Bot automatically evaluates up to 100% of interactions to identify compliance risks. The bot monitors all your voice- and text-based interactions and sends notifications when a potential case of noncompliance is detected.

This bot helps improve your employees’ adherence to internal workflows or external regulations – such as PCI-DSS, data privacy laws, or any industry-specific regulations.