QA/QC AI
Giải pháp QA/QC (Quality Assurance / Quality Control) của KnM Holdings sử dụng AI để tự động giám sát và đánh giá chất lượng 100% cuộc gọi trong tổng đài. Tích hợp phân tích cảm xúc, chấm điểm tuân thủ quy trình, và báo cáo chi tiết real-time.
Key Features
Comprehensive QA/QC solution for contact centers
Auto Scoring
AI automatically scores each call based on customizable criteria: greeting, script compliance, handling skills, response time. No need for manual supervisor review.
- ✓Customizable scoring criteria
- ✓Flexible score weighting
- ✓Automatic violation detection
- ✓Agent performance comparison
Sentiment Analysis
Analyze customer and agent sentiment throughout the call. Early detection of negative situations for timely intervention, improving customer experience.
- ✓Real-time sentiment analysis
- ✓Negative tone detection
- ✓Sentiment trend tracking
- ✓Automatic escalation alerts
Compliance Check
Automatically verify compliance with sales scripts, customer care procedures, and legal regulations. Ensure 100% of calls meet quality standards.
- ✓Automatic script compliance check
- ✓Required/prohibited keyword detection
- ✓Process evaluation
- ✓Detailed violation reports
Real-time Dashboard
Monitor KPIs and agent performance in real-time. Track quality scores, compliance rates, sentiment trends, and agent rankings on an intuitive dashboard.
- ✓Intuitive real-time dashboard
- ✓Agent performance ranking
- ✓Quality trend charts
- ✓Export PDF/Excel reports
Manual QA vs AI QA/QC
Easy Integration
Connect with popular platforms
SICC
Asterisk
REST API
Salesforce
HubSpot
Power BI
Related Ecosystem
QA/QC works best when combined with other solutions
Ready to improve service quality?
Contact us to experience AI-powered QA/QC solution