Clarabridge Intros AI-Augmented Quality Management Solution

Over the last year, the shift to remote work and online services has changed the landscape drastically for all. On the business side, contact centers and customers are now interacting in all-new ways, and expectations have again shifted around how customers expect to be able to interact with companies.

As this shift occurs, offerings that empower agents to work more efficiently and address customer needs quickly while maintaining consistent service across all channels are needed.

To help on this front, customer experience management company Clarabridge (News - Alert) has released a new integrated Quality Management (QM) solution that offers intelligent scoring, agent self-coaching, and integrated workflows for contact centers to step into the next generation of support.

According to company officials, the AI-augmented QM solution is people-focused and outcome-oriented so that feedback and scoring are automated, and desired business results can be achieved.

The new offering uses Clarabridge's Natural Language Understanding (NLU) and patent-pending Intelligent Scoring feature - leveraging AI to score criteria and automate the scoring process across all feedback channels.

When interactions are scored, they will automatically trigger notifications on the interaction so that any necessary remediation can take place on time. It also provides coaching moments between agents and managers delivered to the agent’s inbox for review and feedback.

"Clarabridge's AI-augmented Quality Management solution transforms contact centers by modernizing antiquated manual processes and putting employees and customers first," said Mark Bishof, CEO of Clarabridge. "By ensuring that prescribed behaviors are oriented to desired outcomes, coaching is conducted empathetically, and organizations are constantly improving through data-driven insights, contact center leaders can transform a cost center into a value center."

Edited by Luke Bellos