Build dynamic AI-powered QA scorecards with the latest daisee update

daisee is constantly evolving, ensuring your contact centre achieves the consistent, high performance QA at 100% scale of your agents and calls every day. With the launch of AI Elevate, daisee now offers dynamic scorecards that adapt to the flow of each interaction to ensure that only the relevant details are being assessed and scored.

Building on the ease with which agent scorecards are setup within daisee, the new AI Elevate offers contextual evaluation of performance so that your QA results are perfectly targeted. Specificity around what matters most on every call ensures you focus on the right metrics and get the most accurate assessment of your agents and their conversations.

AI Elevate takes your custom scorecards based on your contact centre scripts and uses conversational triggers from the transcript to apply QA metrics. For example, if distress or vulnerability statements are identified from the caller, AI Elevate will add a scorecard metric to assess whether the agent used an appropriate level of empathy.

Shifting queue contexts with one scorecard

Many contact centres are structured with agents operating with great flexibility across multiple queues. Agents can also often need to manage a shift in context on a single call to solve multiple problems or discuss multiple offerings or products. With the addition of AI Elevate, daisee achieves its most accurate scoring yet for these complex interactions. For contact centres that operate with this level of agility, daisee is your ideal solution for automated, AI-powered agent insights.

QA managers will find that AI Elevate helps you easily navigate the clutter. You’ll easily find the key elements you need to focus on to help your agents perform at their best. An array of questions on your scorecard can be hidden as a starting point and only become active when certain conditions are met on the call. This ensures the final agent performance scores are contextually accurate based on every caller interaction, ensuring the best return on your investment through improved customer experience.

At daisee, we continually upgrade our AI-powered tools to deliver the most powerful contact centre solution possible. We measure every call and uncover insights into the effectiveness of your scripts, your agents and your overall business performance.

To learn more about AI Elevate along with our wider suite of features and tools, get in touch today.