Automate Quality Audits with Generative AI Solution| Sparks

Gen AI Approach to Quality Audits and Agent Coaching

Elevate productivity, enhance outcomes, and revolutionise the way you analyse and improve customer interactions. With Sparks, harness the latest in Gen AI technology to drive efficiency, gain valuable insights, and deliver tailored agent coaching.

Automate quality audit for customer support

Dashboard

360° Visibility

Gain insights into every customer interaction with Sparks’ AI-powered analysis. Uncover data, agent performance trends, and coaching opportunities. With a holistic view, managers can provide targeted coaching and drive continuous improvement.

100% Audits

Define, Iterate and Scale

Define Sparks to audit 100% of customer interactions, eliminating guesswork and random sampling. Adapt and iterate Sparks to meet evolving needs, ensuring all SLAs are thoroughly audited and the process scales seamlessly with your requirements.

Gen AI-Driven Evaluation

Objective QA Auditing

Eliminate human bias and subjectivity with Sparks’ AI-driven evaluation framework. Ensure fair, objective scoring for every interaction, leading to consistent performance feedback.

Refine

Augmented Intelligence Systems

Discover the synergy of human-AI collaboration with Sparks. Refine and validate results for optimal outcomes. Ensure AI insights are not only accurate but also aligned with organisational goals and values.

Sparks in Action

Set Your Objective

Strategise your goal and enlist Gen AI’s assistance in constructing a tailored conversation and agent assistance framework.

Rule
Crafting

Connect key performance indicators and evaluation metrics to specific instances in customer interaction, shaping the rules accordingly.

Testing and Refinement

Iteratively test & optimise automation rules for heightened accuracy, ensuring alignment with existing process & desired outcomes.

Unleash the Power

Publish your rules and allow our platform to analyse every interaction, delivering comprehensive insights.

Coach Confidently

Harness rich, objective data for personalised coaching, propelling agent performance to new heights.

Adaptive Intelligence, Built for Your Business

A prominent contact center implemented our Gen AI solution to automate their support operations and enabled agents to respond to customers more swiftly, resulting in a 40%* reduction in support costs.