AI Call Scoring — QC GPT & Machine Learning
Generative AI (QC GPT) and machine learning models score contact center interactions automatically — evaluating agent compliance, customer handling, and sales behaviors against customized criteria. QC GPT leverages GPT-based language models purpose-built for quality control. ML models improve continuously as they process more calls.
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More from Call Criteria
Related Services
QA as a Service (QAaaS)
Fully managed contact center quality assurance — Call Criteria handles the technology, process design, and ongoing configuration. Clients choose the right blend of automation and human review for their budget and accuracy requirements. Implementations go live in weeks, not months, with best practices from 80+ client engagements.
Speech & Voice Analytics
AI-powered speech and voice analytics that analyze 100% of call recordings — extracting keywords, topics, sentiment, and compliance signals at scale. Eliminates manual sampling by processing every interaction automatically. Integrates with dual-channel recordings for speaker distinction and accurate data attribution.
Human Scoring & AI Validation
Skilled human evaluators assess and score agent interactions for QA — and validate AI or speech analytics results flagged for low confidence or critical accuracy. Human corrections feed back into the AI to improve future accuracy. Designed for high-stakes compliance and sales verification scenarios where trusted data is non-negotiable.
Customized QA Scorecards
Precision feedback tools designed around each client's compliance, customer satisfaction, and sales performance requirements. Scorecards are built from existing quality forms, processes, and sample call reviews — and calibrated continuously as objectives evolve. Performance management tools allow managers to set improvement goals and deliver coaching feedback.