AI QA

Function description

Daktela AI QA is an advanced tool that leverages artificial intelligence to automate the quality assurance (QA Reviews) process in contact centres. By analysing communications across various channels, AI QA ensures consistent service quality and saves time for your team leaders.

It integrates with your existing QA forms, allowing reviews to be evaluated by AI while simultaneously being conducted manually by a team leader. The team leader can later adjust AI-generated QA reviews if any corrections are needed.

AI QA Reviews generated by an AI Agent are available in the Listings module under QA Reviews, just like standard ones reviewed by your team leader.

Note: AI QA can only process text, so to use it with calls, you need to ensure the calls are recorded and Smart Call Transcript is enabled.

Licensing and Setup

Licensing

AI QA consumes 15 Power Pack tokens per question per activity analysed. Administrators can manage Power Pack licence packages in the Licensing Module under the Add-ons Tab.

Insert screenshot of the Licensing Module - Add-ons Tab.

Setup and Configuration

1. Set up a new QA review form or use an existing one, then assign it to the desired queue. The QA review form must have the AI QA Form checkbox enabled.

2. In the Form Builder, edit each question and provide a detailed description for the AI. This description, along with the title, will be included in the prompt. The more descriptive you are, the better the results will be.

3. Enable the Use AI QA Reviews checkbox in the desired queue settings.

4. Select a form from the AI QA Form dropdown menu.

5. Do not forget to specify the AI Language for the output.

6. Additionally, define AI QA Conditions and AI QA Frequency if you prefer not to analyse every interaction.

On-demand AI QA

You can manually trigger the generation of AI QA for a specific activity. This can be done in the activity details using the On-demand AI button. If it’s a call without a generated Smart Call Transcript, the system will generate both the transcript and the AI QA. Before confirming, you will see how many tokens (and potentially how many minutes for the transcript) will be consumed.

The On-demand AI button is enabled only if AI QA is activated for the queue associated with the activity. This feature is also subject to user accesses permissions

This feature can be useful in two scenarios:

1. The activity is from an earlier date when AI Topics were not enabled.

2. You have updated your AI Topics setup, but an older activity still uses the previous configuration.