How does OttoQa score your calls to 94%+ accuracy?
We don’t just let the AI run calls.
We don’t score only what your agents say.
We don’t just rely on Yes/No answers.
𝙒𝙚 𝙨𝙘𝙤𝙧𝙚 𝙩𝙤 𝙩𝙝𝙚 𝙨𝙘𝙤𝙧𝙞𝙣𝙜 𝙘𝙪𝙡𝙩𝙪𝙧𝙚 𝙤𝙛 𝙮𝙤𝙪𝙧 𝙤𝙧𝙜𝙖𝙣𝙞𝙯𝙖𝙩𝙞𝙤𝙣.
Each QA form and question is carefully crafted by an OttoQa trained prompt engineer to ensure Otto scores exactly how your internal team would.
Some questions need to be black-and-white, while others allow for more flexibility. We build that nuance into each question, mirroring your organization’s strategy for QA.
Check out this short video to see how we do it!
#callcenter#contactcenter#cx#callcentergeek#autoqa
We get a lot of questions on how do we score and calibrate 294 to 95%. And I want to kind of take you through that process of of what that looks like so. When you say hey auto QA, we want to go through the proof of concept with you. We ask you for 10 calls from a, from a form or a, a program that you want to score. So give us 10 calls, Give us the scores of those calls, how you guys have scored them. And also give us your rubric, right? Give us all the information you have on, on what information you need that goes into the scoring. So if you were going to train or educate a new QA manager, what would you give them? What information do you have? That's what we want. So what we do is we go through and we take that and we build out the prompts by hand, right? So you guys have seen this, you know, if you've been following me at all. Right, we take and we build out each specific question. And then we have a prompt. A lot of these we have our prompt library that we know are work. Unbelievably well, but there's still a lot of proprietary things that are proprietary to your company, SOP's and things that you have to say or do that we have to manually build out. And I think that's makes us a little bit different. We take the time to really know how you want things scored right. It's not right or wrong. We don't say right or wrong, but your organization may have be very black and white with one specific question and another question. They're like, yeah, we kind of give the reps the benefit of the doubt. We can kind of put that into the recipe of the prompt so that. We're not just scoring if something is right or wrong or said or not said. We're scoring how your culture scores, and I think that makes us. Makes a big difference, right? When we get to the point where we're prompting and we're looking, we keep track of all this, right? So we have. H spreadsheet that that you get right that shows all of your questions right here along this this you know this column. And then how you score this where it says client, this is how you have given us your scoring. And then this is how auto has scored the calls. So this is how we can tell what questions were on or off. When we initially do this, we're about at 85 to 87% correct, like without even doing anything, right. So when we were initially doing this, you see Reds in the auto place. When we see red, that means we think the customer was more right and autos prompt needs to be tweaked. You see this blue over here. Right. If we have questions at auto has and we've scored it then as a blue, that means that the customer has agreed that auto is actually more correct. And that happens a lot, right? Because again, so many things that we kind of we think we know, but we kind of get into a groove of, hey, I just got a score like this. But really you know that that SOP needs to be scored like this, right. So it kind of it almost like reinvigorates or kind of gets everybody back into really how things should be scored. So this is how a normal customer form. Books before we even go to proof of concept. So again, this is this is this customer was 100% they had a pretty easy form. But again, we won't even go to a proof of concept. Proof of concept meaning you get to set up, we set up all your agents on the platform, you run 200 calls on your own and then just just kind of check the scores out on your own. That's the proof of concept that that we give to every single customer. But again, we don't even let you do that until we're about 9596%. So this is what makes us a little bit different. And I think we were really trying to take the time to learn how you score, to learn each of your questions and, and to make sure that auto right isn't scoring, how auto wants it scored, auto scoring and how your company wants it scored.
AI should be billed on how much you use it, not on how many agents you have at the beginning of a month.
𝗪𝗲 𝗵𝗮𝘃𝗲 𝗮𝗹𝗹 𝗯𝗲𝗲𝗻 𝘁𝗵𝗲𝗿𝗲:
Its the third of the month and two contact center agents no call no show. Guess who is paying for the software these agents are NOT using for the next 27 days....you are.
I hate and still do hate CX seat license pricing.
Thats why we dont do it. Pay for what us, no contact, 95%+ QA scoring accuracy.
OttoQa
Come take a demo with me, link to do that is in the comments section.
#callcenter#contactcenter#callcentergeek#autoqa
OttoQa is now scoring more accurately than a human QA manager.
This is how calibrated we are at OttoQa. I feel very comfortable saying that we are scoring calls at a much more accurate level than any human can score. Attached is what we give every client before their POC.
• The top row are the questions.
• The beige rows are how the customer's human QA have scored calls
• The white rows are how Otto scored that same call.
Where you see the blue/purple, the customer has agreed that Otto was more correct, and the red field shows one where we agree that the human was a little more correct.
For this customer, we are 99% calibrated, humans are normally at least 5-6% different. These are the results you can find with Otto.
Love to have to take a demo (link to take a demo is in the comments section)
• No seat license
• No contact
• Total usage model
#callcenter#contactcenter#cx#callcentergeek#autoqa#ottoqa
Do you have a smaller contact center? Maybe 10, 20, 50, or 100 seats?
You have been left out of most Ai technology from the enterprise players. The smaller you are, the less they want to work with you.
We here at OttoQa want to change that. Our LLM powered QA tool was build for center of all sizes but especially for you!!
No seat licenses
No contracts
Usage model
And up until the end of 2024, if you are under 100 seats ZERO setup fees.
Come take a demo with me! You will have instant ROI in month 1.
Link to the Otto site is in the comments section.
#callcenter#contactcenter#callcentergeek
Are you offshoring your contact center?
Do you worry about the quality of the agents representing your brand?
One of the coolest use cases for our OttoQa platform has been with USA businesses that are offshoring their contact center needs.
There has never really been a cost-effective way to conduct quality assurance from here in the states.
Now, with OttoQa, you can use Ai conduct quality assurance on all calls, some calls, or a percentage of calls in a very cost-effective manner.
This means you can ensure the quality of all your offshore calls for just pennies on the dollar.
#callcenter#contactcenter#callcentergeek#cx#autoqa#qa
Here’s the truth about what I’ve personally observed behind the scenes when it comes to AI-powered platforms scoring contact center QA: Not all scoring methods or platforms are created equal. There is a big difference in getting from 80% to 95% accurate. I’d love to hear your thoughts on this. #callcenter#contactcenter#callcentergeek#autoqa
How your agent or advisor performs when interacting with your customer drives customer acquisition and retention. Those 5 to 10 minutes on call is the difference between a happy customer and lost business. Help your agents become high achievers with 100% QA of all their interactions and transparent feedback with #Avaamo#AutoQA#contactcerAI. Register for our webinar below!
🚀 Unlock Transformative Value with Avaamo AutoQA! Join Our Webinar!
Ready to see how AI can elevate contact center performance? With Avaamo AutoQA, contact centers can achieve unmatched consistency, actionable insights, and streamlined evaluations across every customer interaction.
Join us to explore how AutoQA empowers teams to maximize efficiency and drive customer satisfaction. Whether you're in QA, customer service, or contact center leadership, this is your chance to get an exclusive look at AutoQA in action! #Avaamo#AutoQA#QualityAssurance#ContactCenter#AI
📅 Date: November 14th
🔗 Register below 👇
Here’s the truth about what I’ve personally observed behind the scenes when it comes to AI-powered platforms scoring contact center QA:
Not all scoring methods or platforms are created equal.
There is a big difference in getting from 80% to 95% accurate.
I’d love to hear your thoughts on this.
#callcenter#contactcenter#callcentergeek#autoqa
Are you Facing?
🔴 Inconsistent service quality?
⚙️ Manual monitoring struggles?
📊 No real-time insights?
Introducing XQA —the ultimate solution for transforming customer support through AI-powered insights
✅ Reviews all interactions
⚠️ Flags issues and risks
📈 Track agent KPIs instantly
👉 Explore more: https://lnkd.in/gyX-ufvC#CustomerSupport#SupportQuality#TopCX#XQA
We have changed the button where you click to analyze interactions from “analyze recording” to “analyze interaction” as we now have about 25% of our OttoQa customers that want us to QA chat transcripts.
While it’s 25% of our customers it’s now about 40% of the total amount of qa interactions we do daily.
55% voice
40% chat
5% email/helpdesk tickets.
#callcenter#contactcenter#qa#autoqa#callcentergeek
Imagine a world where every agent interaction is an opportunity for growth. With Automatdo's 100% QA coverage, that's our reality.
Traditional QA methods often rely on random sampling, leaving vast amounts of valuable data untouched. But what if you could harness insights from every single call?
Automatdo's AI-powered platform analyzes 100% of your customer interactions, providing:
• Personalized feedback on EVERY call
• Consistent and fair evaluations across all agents
• Comprehensive coaching opportunities
• Real-time performance insights
The result? A team of agents who are constantly learning, improving, and delivering exceptional customer experiences.
Key benefits:
• No more 'luck of the draw' in QA sampling
• Identify coaching opportunities immediately
• Recognize and reward top performers consistently
• Foster a culture of continuous improvement
Ready to transform your QA process and empower your agents like never before? Let's chat about how Automatdo can revolutionize your call center.
#AgentEmpowerment#QualityAssurance#AIContactCenter#ContinuousImprovement#CustomerExperience
