Contact Center

How Does AI Feedback Help Improve Agent Performance?

Labeeb Ajmal T
October 6, 2023
 mins read

Last modified on

Table of Content:

Automated call auditing is widespread, and almost every contact center utilizes its potential. But do you ever think of what can be done to further improve agent performance?

We’ve got the answer for you, and that is utilizing the power of AI to evaluate calls in a detailed manner. Yes, you heard it right.

Convin now leverages the power of generative AI to give agents AI Feedback that complements automated call auditing.

Let’s look at how this new generative AI feature works.

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How Does AI Feedback Work?

Using ChatGPT, detailed AI feedback can be obtained on each call
Detailed call feedback via LLM models

Convin generates feedback using call transcripts. Every conversation receives feedback on the basis of three questions:

  1. What did the agent do well in the conversation?
  2. What are the areas of improvement for the agent?
  3. What are the next steps for the agent?

Answers are given to these 3 questions and assigned tags for future reference.

Apart from these three questions, organizations can also define more questions to be answered by the AI.

 Administrators can define custom questions that they want answered using AI Feedback
Customizable questions for AI Feedback

Administrators can create custom cards for questions they want answered by the AI Feedback tool.

Each custom card requires the following parameters:

  • The question
  • A definition of the question
  • Teams where this question should be answered
  • What kind of conversations should be answered with this question
  • The tags relevant to this question
Improve Agent Performance with AI Feedback!

Now that we are well-versed with AI Feedback, let’s look at how it helps contact centers.

How Does AI Feedback Help Your Contact Center?

The major benefit of AI Feedback is that 

  • It helps uncover important insights from a conversation.
  • Agents get more visibility into improvement areas post-customer interaction. 
  • Agents can eliminate brainstorming and guesswork on the next steps. The right course of action is suggested by Convin. 
  • Team leaders can refer to this feedback and get a quick idea of what areas each agent needs to improve on.

The next step for AI Feedback is to integrate it with automated coaching.

Are you ready to improve the agent performance in your contact center? Maybe it’s time for a free demo.

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