AI for Agent Training & QA
Utilize call transcriptions and AI-driven analytics (like sentiment and automated scoring) to identify agent strengths, weaknesses, and provide targeted, data-backed coaching for continuous improvement.
Key Advantages
Discover how our AI voice agents transform lead qualification
Access to All Call Transcripts
Review exact wording and flow of any agent interaction instead of relying solely on recordings.
Identify Coaching Opportunities
Quickly find calls with low sentiment, poor QA scores, long silences, or script deviations.
Objective Performance Data
Use automated QA scores and sentiment analysis as objective data points in coaching sessions.
Share Best Practices
Easily identify and share examples of high-performing calls or effective techniques.
Track Improvement Over Time
Monitor agent scores and metrics after coaching to measure effectiveness.
Efficient Review Process
Focus coaching time on specific moments within calls highlighted by AI or keywords.
How AI Supports Training & QA
Integrate transcription and analytics into your coaching and quality assurance workflows.
Calls Transcribed & Analyzed
All relevant calls are transcribed, and AI performs sentiment analysis and automated QA scoring.
Identify Calls for Review
Coaches/QA specialists use dashboards to find calls needing review (e.g., low score, flagged keywords).
Review Transcript & Audio
Analyze the conversation text and listen to key audio segments for context.
Provide Targeted Feedback
Use specific examples from the call during coaching sessions to illustrate points for improvement.
Connect Training & Performance Tools
Integrate call data and QA insights with LMS, performance management systems, and coaching platforms.
Learning Management Systems (LMS)
Workforce Engagement Management (WEM) Suites
Performance Management Platforms
Contact Center Platforms (CCaaS)
BI Tools
Internal Coaching Tools
Frequently Asked Questions
Instead of just shadowing, new agents can review transcripts and listen to recordings of various call types and high-performing agents. Coaches can quickly pinpoint areas needing work in early calls using AI-flagged data.
Platform permissions can often be configured to allow agents to view their own call transcripts and QA scores, promoting self-awareness and learning.
Fairness relies on well-defined, objective scoring criteria in the QA scorecard and regular calibration where human reviewers check and adjust AI scores to ensure alignment with human judgment.
Yes, a major benefit is the ability to search across thousands of call transcripts for keywords, phrases, or specific scenarios (e.g., mentions of a competitor, handling of a specific objection).
It complements rather than replaces live monitoring. Reviewing transcripts and AI scores helps coaches prepare for live sessions, making them more targeted and efficient. Real-time coaching is still valuable for immediate feedback.
While the AI provides data, the coaching process remains human-centric. Feedback sessions should be collaborative, using the data as a starting point for discussion and development planning.
Ready to transform your operations?
Schedule a demo to see how our solutions work for your industry.