Quality assurance (QA) is a critical component
No matter what call center, insurance company, or financial services institution you’re a part of quality assurance is critical. But it’s also time-consuming and repetitive work.
Let’s explore how AI can help automate QA and improve your team’s efficiency.
Most people immediately jump to the conclusion that artificial intelligence (AI) is going to take over their job. While this might be true in 20 years, it’s not true right now.
And we’re going to explain why. There are many reasons why your company should automate QA which doesn’t end in firing people. Plus, we want to help you reduce agent churn.
The goal is it may result in hiring less – but automation should elevate people’s roles and responsibilities.
Essentially, it frees up resources for employees to focus on more important tasks.
Introduction to Automating Quality Assurance with AI
AI is a rapidly growing field that is revolutionizing industries across the globe. We just saw what happened with ChatGPT.
However, the concept of AI is not new. It has been around for many years and has been used in various capacities to aid humans in their day-to-day lives.
Examples include:
Source: https://www.icba.org/newsroom/blogs/tinas-take-on-payments/2018/05/30/the-dawn-of-artificial-intelligence
In recent years, advancements in technology have allowed AI to enter the content generation world, software testing, and quality assurance.
Organizations that use AI to automate quality assurance processes are able to save time, money, and resources while ensuring higher-quality results.
Why Automate QA?
Saving time, money, and resources. Every manager, leader, and CEO should be open to that idea. However, when it comes to the technology you will still see many people adverse to it.
The early adopters see these results from automating quality assurance in their call center, insurance company, or financial services institution.
Freeing up time for human employees to focus on more strategic work that requires creativity or expertise has been the biggest game changer for companies. As well as remove human error when it comes to compliance issues.
AI manages data better
AI is beneficial when you have a lot of data flowing in from multiple sources (e.g., sales reports, customer surveys, or call performance).
Due to its ability to learn from experience, it can quickly sort through this information and find patterns that humans would otherwise struggle to identify during manual inspection processes.
This also means less time spent analyzing data manually so employees can spend more time applying their knowledge about what’s important when deciding how best to move forward with various projects within their organization.
How can this be applied to your organization?
- AI in Call Centers
- Identify which scripts or talk tracks are performing the best so you can replicate those
- Onboard new agents faster as you have the data of what works
- Easily take on new customers as agents can switch between industries easier
- AI in Insurance
- Ensure all calls are compliant and get notified in the moment when they’re not
- Analyze where you’re lacking growth and what managers need to be focused on
- Reduce agent churn (and the pain that comes with it)
- AI in Financial institutions
- QA 100% of calls, nothing slips through the cracks
- Get reps ramped quickly – they’ll always know what to say and when to say it.
- Identify which scripts are performing the best so you can replicate your top reps
How to move forward with AI & Quality Assurance
Here’s a great process we suggest if you want to move forward with automating processes.
1. Do your research. Understand how companies similar to yours are using AI. There is a ton of information out there.
2. Evaluating 3 to 5 different solutions. After you’ve done some homework (or better idea have a couple of employees take on this task), now is the time to evaluate the software.
3. Pricing. At the end of the day, you have to find something that fits within your budget.
4. Opt-out clause. Transitioning to a different software is difficult for any stage company. So it’s important that you aren’t signing something that doesn’t have an opt-out if it doesn’t work for your team.
5. It takes time. Once you’ve implemented a new quality assurance process, it’s not going to be perfect overnight.
Let’s wrap this up
Quality assurance is an essential part of most companies that are on the phone constantly. However, it can be time-consuming and expensive.
No company wants to be sued so risking that is not worth it. That’s why automating quality assurance is a no brainer.
In conclusion, there are a lot of AI tools out there. Do your due diligence and research, and find the right software for your company.
Technology is advancing quickly and it will only help your company, but you will be left behind if you don’t embrace change.
Check out this QA audit checklist you can steal!
Resources:
1. https://insidebigdata.com/2021/07/31/infographic-the-rise-of-ai-in-the-call-center-industry/