AI-Driven Quality Management

Traditional quality assurance (QA) processes are constrained by manual evaluation methods, which are resource-intensive and limited to a small sample of interactions. This results in insufficient coverage, scoring inconsistencies, and delayed feedback.

The Expertflow AI-Driven Quality Management module addresses these limitations by enabling automated, objective evaluation of customer interactions. The system provides two operational modes:

1. Full Automation: The AI evaluates 100% of closed interactions.

2. Hybrid Mode: Flexibility to assign a certain percentage to AI and human evaluators.

The AI engine processes interaction data (e.g., transcript, metadata) and automatically scores the interaction based on the configured evaluation form. This ensures consistent, scalable scoring and reduces the manual workload associated with traditional QA. It currently supports English and Arabic (Egyptian dialect).