CAPABILITIES GROUP
Auto Quality Assurance (AQM)
100% interaction scoring vs 1-3% manual sampling, 25-30% QA cost reduction, 40-50% fewer compliance incidents, 12-18% CSAT improvement.
Auto Quality Assurance (AQM) Key Features
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Auto Quality Scoring (Auto QA)
100% interaction scoring, AI-powered evaluation, multi-channel coverage (voice/chat/email), auto-fail detection, compliance flagging
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Customizable QA Reporting
Filter by person/evaluator/score/question, trend analysis, custom report builders, drill-down analytics
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Multiple Custom Evaluation Forms
Team/channel/role-specific forms, flexible scoring frameworks, weighted criteria, support/sales/BPO variations
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Quality-Driven Coaching Triggers
Auto-fail coaching escalation, low-score alerts, QA-to-coaching workflow, real-time intervention triggers
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Calibration Workflows
Evaluator consistency tracking, AI vs. human comparison, calibration sessions, scoring alignment, bias detection
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QA-Driven Recognition
High-score recognition triggers, standout interaction alerts, quality-based rewards, performance celebration
Instant’s decision intelligence platform provides a complete suit of real-time enterprise solution capabilities.
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