Why adopt AI Quality Monitoring for your customer service?

AI-assisted Quality Monitoring allows for the analysis of a much larger volume of customer interactions compared to traditional approaches. Instead of basing your evaluations on a few manually listened-to calls, you can obtain a comprehensive, reliable, and objective view of all interactions with your customers.

This helps identify friction points, detect best practices, spot deviations from expected discourse, and continuously drive improvement plans with concrete data.

How does automatic conversation analysis work?

As soon as a call, chat, or message is recorded, artificial intelligence processes the interaction using transcription, semantic recognition (NLP), and emotional analysis modules. It identifies expressed intentions, detects variations in tone or formulation, and applies your own rating criteria.

Each conversation is rated according to a grid you have defined: greeting, clarity, legal compliance, quality of response, and more. The results are presented in the form of scores, alerts, or actionable dashboards.

What are the tangible benefits for a contact center or customer service?

Automating quality analysis significantly reduces the time spent listening to and evaluating exchanges. Supervisors can focus on personalized agent support rather than repetitive tasks. The monitoring is more regular, fairer, and better documented.

Ultimately, this strengthens the professionalism of customer service, promotes continuous skill development of teams, and contributes to better uniformity in the quality of responses provided to customers.

What is the difference from a traditional manual evaluation?

A manual evaluation often relies on partial, sometimes biased listening, and subjective scoring. It is limited by the available time of supervisors. In contrast, AI Quality Monitoring allows for the evaluation of 100% of interactions, with consistent criteria and a much finer detection capability.

This makes it possible to identify weak signals or behaviors that need correction which might go unnoticed in a manual audit. The goal is not to replace humans but to equip supervisors with a solid and actionable analysis base.

Which customer interactions can be assessed with this solution?

The Quality Monitoring module is fully multichannel. It can analyze both telephone calls and written exchanges via chat, email, or instant messaging. This broad coverage allows you to have a coherent and global view of the quality delivered, regardless of the interaction channel chosen by your customers. It's a major asset for managing the customer experience in a unified way.

Can quality analysis criteria be customized?

Yes. You can configure your own scoring grid, adapted to your business challenges, industry sectors, or internal objectives. Whether you measure reception, empathy, compliance with regulatory scripts, resolution capability, or perceived satisfaction, the solution adapts to your priorities. The AI automatically applies these criteria and allows you to adjust them over time to follow the evolution of your expectations or teams.

What results are observed after deploying AI Quality Monitoring?

Companies adopting this module observe a significant improvement in their quality management. Customer satisfaction indicators improve, discrepancies are better identified, and corrective actions are more effective. The time dedicated to manual listening decreases, while supervisors gain useful time to support agents. Skill development becomes faster, more targeted, and better measured. The benefit is both operational, managerial, and strategic.

What is the integration timeline for the module in an existing environment?

The integration of Quality Monitoring is quick. The solution is designed to easily connect to your telephony systems (SIP, Asterisk, Genesys, etc.) or contact center systems (CRM, helpdesk…). Generally, a few days are enough to connect the audio and textual streams, set the first analysis criteria, and train your teams. Support is provided to ensure a smooth and personalized onboarding.

What is the pricing of the Quality Monitoring solution?

The pricing depends on several criteria: volume of interactions to be analyzed, number of users or supervisors, channels involved (voice, email, chat), and the level of desired customization. The model is modular and can evolve with your needs. We invite you to contact our sales team to establish a quote tailored to your environment, with or without a demonstration.