Quality management
Review service quality across conversations, chat and calls.
Voz360 brings agentic AI into quality management for written conversations, chat and voice. Assess the interaction, score the service and give supervisors the underlying context they need for review and coaching.
Connect the assessment to the specific interaction evidence.
THE WORKFLOW, EXPLAINED
How does AI quality management work in Voz360?
Voz360 uses agentic AI to assess and score conversations, chat and voice interactions. For voice, the workflow moves from the call to transcription, quality assessment and scoring. Supervisors can examine the interaction context and use the findings for review and coaching.
INSIDE THIS CAPABILITY
Understand what the team can do, and how it connects.
Quality management
Assess the conversation and the chat experience
A service interaction can span several messages and internal actions. Agentic AI quality management for conversations and chat helps your team assess the exchange within the context of the customer's request and the handling history.
Review customer service conversations with agentic AI.
Apply quality assessment and scoring to chat interactions.
Consult the conversation history and internal context during review.
Use findings to focus supervisor feedback and coaching.
Quality management
Follow the call from recording to score
Voice quality management connects the call to transcription, then QA and scoring. The transcript makes spoken content available to the assessment process, while the recording remains the interaction behind the review.
Start with the customer call and its recording.
Transcribe the spoken interaction.
Use agentic AI for quality assessment.
Review the resulting QA and scoring in the quality workflow.
Quality management
Keep the assessment tied to your service criteria
Weighted quality criteria and critical-fail rules let reviewers assess the interaction against a defined form. AI supports the assessment; the reviewer can inspect the evidence and make the final quality decision.
Use quality evaluation forms with weighted criteria.
Include critical-fail rules where the quality process requires them.
Review AI suggestions alongside the recorded or written interaction.
Connect scoring with supervisor review rather than treating the score as the entire explanation.
Quality management
Connect quality review with live supervision
Supervisors also need to support agents while service is happening. Voz360 includes real-time voice monitoring and supervisory features alongside post-interaction quality review, so intervention and coaching can be part of the same operational picture.
Monitor live call activity.
Listen, coach or join supported calls using assigned permissions.
Review the interaction after it ends.
Use reports and dashboards to inspect service and quality activity.
FOLLOW THE WORK / ILLUSTRATIVE SCENARIO
Turn a reviewed interaction into useful feedback
A supervisor reviews a call about an unresolved service issue. The transcript and earlier conversation help explain the handling choices behind the assessment.
- 01
Select
Choose the conversation, chat or call to assess.
- 02
Inspect
Read the interaction evidence and, for calls, its transcription.
- 03
Assess
Use agentic AI QA and scoring as input to the review.
- 04
Coach
Connect feedback to the specific part of the interaction.
QUESTIONS & ANSWERS
What else should your team know?
Explore the details behind quality management.
Does quality management cover chat as well as calls?
Yes. Voz360 includes agentic AI quality management for conversations and chat, plus voice quality management following calls through transcription, QA and scoring.
Does an AI score replace a quality reviewer?
AI supports QA and scoring. Reviewers can check the written interaction, call transcript, recording and evaluation criteria, and make the final assessment within the quality review process.
MAKE THE EVALUATION SPECIFIC
See the interaction behind the quality review.
Bring the service behaviors your reviewers need to assess.