Quality evaluations are the foundation of customer experience, yet many teams are stuck in a cycle of semi-automate processes and manual scoring. Inconsistent assessments and limite coverage for only a fraction of interactions can hinder visibility into what customers want, how their needs are changing and how employees are responding.
Traditional evaluation methods are slow and subjective. These task-heavy, time-consuming methods are difficult to scale and often leave supervisors mobile database with incomplete insights, as well as reactive coaching and improvement strategies.
AI scoring helps to maintains accuracy and control to promote fairness:
AI scoring in Genesys Cloud Virtual Supervisor can help managers automate quality evaluations, which helps to ensure that every interaction — human- or AI-led — is assesse with consistency, accuracy and full contextual reasoning. This helps to reduce bias and frees up supervisors to focus on coaching and performance optimization. AI scoring automatically scores preconfigure evaluation questions using AI-driven analysis to when should lead qualification take place? provide AI-generate justifications for each score. This helps to ensure transparency and fairness.
Supervisors have the flexibility to review, adjust or approve
AI-generate scores before the tool automatically scores preconfigur evaluation questions using AI-driven analysis. It will also provide AI-generate justifications for each score to strengthen transparency and fairness.
This allows supervisors to maintain accuracy and control in the assessment process, striking the right balance between automation and human oversight while potentially reducing evaluation workloads by 40%, according to our estimates.*
Genesys Cloud Virtual Supervisor scores 100% of interactions, allowing businesses to replace time-consuming processes with scalable, AI-driven accuracy. As a result, evaluation bottlenecks can be meaningfully reduc, performance gaps can bahrain lists be identifie faster, and supervisors can focus on coaching and continuous improvement — driving better outcomes for agents and customers alike.
Give Your Supervisors the AI Tools to Stay Ahead
In today’s fast-moving world, supervisors don’t need more work — they need better tools. With Genesys Cloud Supervisor Copilot and Genesys
Cloud Virtual Supervisor, business have the tools to stay ahead —
and to deliver exceptional customer and employee experiences with
AI-powere precision. Supervisor Copilot and Virtual Supervisor are part of a comprehensive persona-base
AI approach to support and enhance all Quality Evaluations customer experience teams.
To learn more about our holistic approach across the human-AI partnership and how Supervisor Copilot works with Agent Copilot to drive more meaningful experiences and better business outcomes, check out our on-demand webinar “When people and AI team up: Empowere agents and supervisors for better CX outcomes.”