Quality and compliance
Your scorecard, with a person reviewing each result.
Quality teams review a support conversation against the behaviours they name and keep the result with the conversation. A person makes each call.
Current limits
- Review is by a person today. Automatic AI scoring of support calls is in development.
Illustrative interface — fictional demonstration data.
Review against the behaviours you name.
A reviewer marks each behaviour on your scorecard, such as acknowledging the issue or stating the next step, and records the result against the conversation.
A person makes the call.
Each conversation shows whether it is not reviewed, in progress or reviewed, and who reviewed it. Support calls are reviewed by a person.
Rules that watch for a missed step.
A team lead can write a rule that alerts a manager when a required step has not happened, for example a disclosure not read before a refund was raised. Cortex checks the rule against the transcript, and the alert points to the line.
Talk to us about your team.
Quality assurance support is in development. Tell us what you need and we will say plainly where it stands.
Register interest