Evaluagent Integrates ChatGPT in Industry First Milestone

Customer service executives

EvaluAgent has become the first to integrate Chat GPT into quality assurance call centre software industry wide – introducing SmartScore –  a major milestone for the industry.

EvaluAgent was founded in 2012, helping businesses to improve their call centre quality assurance capabilities with its award-winning AI-powered Quality Assurance and Performance Improvement platform. Its clients include Music Magpie, Vitality, Ubisoft and Samsung.

Its contact centre software, now with SmartScore – powered by Chat GPT, can intelligently score agent interactions at the click of a button, providing assessors with a fast and accurate tool to evaluate conversations. It will reduce the time it takes to evaluate calls with customers and improve the consistency of scoring.

Using Chat GPT, SmartScore can evaluate any conversation across any channel in less than 10 seconds, building custom scorecards and automatically sending ‘evaluations to be completed’ to assessors’ inboxes. It will use real-time reports, calibration, agent appeals and feedback to improve performance.

OpenAI recently launched its latest version of the game-changing AI model, GPT -4.

Jaime Scott, CEO and Co-Founder of EvaluAgent, said:

“Innovation has always been a major focus for us so we’re thrilled to be the first call centre quality assurance software provider to successfully integrate Chat GPT. It’s a major milestone for the industry and will make a huge different to our clients’ businesses; not only in the nuts and bolts of quality assurance, but also in retaining good people.

“It’s game-changing technology that gives our clients a significant competitive advantage, enhancing efficiency and helping deliver excellent customer service.”

SmartScore launches to EvaluAgent customers in April 2023 and quality teams are encouraged to trial it for free.

More information is available via the EvaluAgent website, including pricing and packages.

About EvaluAgent

EvaluAgent is a Quality Assurance (QA) and Performance Improvement platform that helps Contact Centres Agents have better conversations with customers and make fewer mistakes.

Built by former QA leaders, EvaluAgent’s Smart Quality software blends AI with the best bits of traditional QA to improve the efficiency and effectiveness of Quality Assurance teams. Automating admin and streamlining workflows, this smarter approach empowers teams to evaluate more interactions, quickly identify areas for improvement and hold meaningful coaching conversations in a single platform.

As a result, Contact Centres such as Vitality Insurance and Samsung have saved thousands of pounds through measurable improvements in Average Handle Time and First Contact Resolution while at the same time increasing CSAT scores and successfully demonstrating the fair treatment of customers to industry regulators.

Trusted by businesses around the world, EvaluAgent is well placed to help Contact Centres of all sizes transform their approach to Quality Assurance for the good of their agents, their customers and their wallets.

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