Movate’s Quality Process Automation (QPA) solution, an agentic AI solution flavored with GenAI automates the entire process of assessing the quality of chat conversations against predefined rubrics that are specific to every case and type of end users. The solution is applicable commonly to contact center support agents and gig experts offering product support.
In a critical chat support scenario, understanding the crux of the problem, swift responsiveness, problem solving dexterity can make or break a brand’s reputation. From evaluating greetings from the start of the chat to adhering to a range of varying parameters such as customer intent, empathy, script adherence, courteousness, step-by-step instructions, the solution scores every aspect of the conversation to the very end. QPA provides remarks and proactive alerts via notifications to the supporting staff on the deviations from the standard rubrics. By doing away with guesses and serpentine queries, QPA reduces the support time by focusing on sure shot resolutions.
Consider a typical product related support scenario where the customer has raised concerns about an issue via chat. Depending on the nature of the problem and the customer’s query, validating the quality of chat support is pivotal to ensure the end user is satisfied. Disgruntled users are quick to switch loyalties to competing brands.
Unlike a rule-based rigid solution, Movate’s QPA offers human-like reasoning and observation and flexibility to accommodate manual interventions and customized scorecards if necessary. Integrated with Movate’s Directly OnDemand Platform, the solution now is deployed, and scores support performance. The solution applies specifically to existing agents in the contact center and gig experts already onboarded onto the gig platform.
The team at Movate AI Propel Labs looks to extend the solution, which can be a combination of on-prem and cloud to other platforms as it easily integrates into IT ecosystems and architectures.
Commenting on the solution, Krishnan Gopalrao, Vice President of Movate AI Propel Labs said, “Imagine the scale of efficiencies the solution can unlock across multiple product brands, diverse teams spread across locations. The full gusto of LLM and agentic AI unfolds as auditors and supervisors can bid adieu to cumbersome manual assessment procedures of every agent and expert’s product support performance through Movate’s innovative solution.”
Think about an avid gaming product user who encounters a problem and connects with a gig expert on the platform via chat. QPA evaluates the performance and quality of support of the gig expert on that channel.
Real-time enhanced quality evaluation that uncovers valuable intelligence – AI-augmented interaction analytics aspect of QPA decodes where exactly the conversation went awry.It offers auditors a clear view of the exact point where the agent or gig expert deviated from the norm and is supported by impartial and objective feedback, preemptive and corrective training sessions to improve support and ensure customer expectations are met. This in turn drives up job satisfaction levels, EX, and curtails staff turnover rates
As QPA runs on the backend, the quality auditing team has access to reports and vivid visualizations full of actionable insights across metrics such as FCR, AHT, CE, NPS, VOC and more.
Having successfully deployed the solution for a client, the team at Movate AI Propel Labs looks forward to adding more functionalities such as contextualization, sentiment analysis of experts and users and extending them to other channels in the subsequent phases. Identifying strengths, weaknesses, and key areas of learning is likely to provide that winning edge.
The redefinition of customer support roles—With a much broader scope thanks to GenAI, agents and experts are no longer just support staff; they are brand advocates, experience creators, innovators, escalation handlers, change agents, and data experts.
No more precious time to lose via defunct manual approaches to evaluating chat interactions. CX leaders need to look hard at their chat support interactions on the platform or at the contact center and differentiate themselves. Analyze 100% of chat interactions with accuracy and consistency, improve morale and improvize the support staff, free up supervisors and deliver on chat CX that beats competition. With QPA, transform your agents and gig experts into brand advocates.
For more details, contact me at Akarshan.Srivastava@movate.com
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Related information
- Blog: Deliver tangible ROI with Movate AI’s Universal Chatbot
- Web: Movate Edison – Movate AI – Suite for Enterprise Transformation
- Blog: How GenAI chatbots are reimagining retail CX – Movate
About the author
Akarshan Srivastava, Senior Data Scientist – Movate AI Propel Labs
Akarshan is an AI specialist with 5 years of hands-on experience in AI, including 2+ years focused on the evolving field of Agentic and Generative AI. He is an avid crusader when it comes to driving AI-led solutions to today’s client business problems. Akarshan has many successes under his belt when it comes to fine-tuning cutting-edge models, implementing RAG and LLM prompt engineering. Portfolio covers predictive modeling, data processing, and deep learning algorithms with a strong command of agents and graph-based techniques. Aakarshan’s forte lies proficient in Python and R programming languages to build, test, and deploy scalable, data-driven applications across diverse domains. He has garnered niche expertise in fine-tuning Mistral models to propel innovative solutions for global clients. LinkedIn