Auditing every conversation is possible with Brumby QA Automation
In traditional monitoring methods, supervisors review a limited sample of calls, focusing on predefined criteria like courtesy or script compliance. While this approach works, it’s limited.
It’s time to leverage 100% of your conversations to uncover and identify hidden patterns in calls that were never audited.
How Brumby QA Automation works:
Brumby lets you set up custom evaluation templates for human analysts, tailored to your business needs. As analysts complete these evaluations, their responses feed a knowledge base that our AI engine uses to learn and optimize.
Through this continuous learning, the system performs a Pareto analysis, comparing different conversations based on business, campaign, and customer intent. This allows it to automatically assign a compliance score to each evaluated section, providing precise, objective insights that drive continuous improvement in your contact center.
A new era of QA
Scalability: Analyze thousands of interactions without increasing operational costs.
Consistency: Ensure unbiased evaluations, regardless of volume or complexity.
Proactive resolution: Detect emerging issues before they impact the customer experience.
Time savings: Supervisors spend less time on manual audits and more on designing improvement strategies.
