[ Ссылка ] how automated quality assurance powered by AI can improve support operations in organizations. We highlight the challenges of manual quality management processes which are highly labor-intensive, time-consuming, and limited by biases, with only 1-2% of tickets being reviewed. Automated quality management processes can review 100% of conversations across multiple channels and languages, providing real-time insights to coaches to help agents improve. This repositions QA staff as high-value coaches and improves flexibility for organizations with fluctuating support volumes. We emphasize the objectivity and lack of bias in automated QA processes, which can help organizations improve their overall support operations.

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