Boost QA Efficiency with TransMon’s Enhanced AutoQA
Navigating an ocean of support conversations can be overwhelming. Reviewing every ticket is impractical, but ensuring priority for actionable items is crucial. With only 2-5% of interactions manually evaluated, the art of conversation sampling becomes essential in maximizing QA resources. The solution lies in TransMon's AI-powered AutoQA features, a conversation discovery tool that delves deep, automatically highlighting crucial insights for your team.
TransMon now introduces enhanced conversation insight filters, empowering you to uncover impactful conversations effortlessly. Alongside these updates, the new AutoQA category, Readability, and improvements to the AutoQA dashboard promise a more efficient process.
Why AutoQA ?
Not all interactions are equal, and valuable insights often arise from deviations from the norm. TransMon’s AI powered AutoQA introduces out-of-the-box insight filters to ensure your team identifies high-risk conversations and acknowledges exceptional positive examples.
Outlier:
Also known as sentiment analysis, it now operates as an intelligent filter, utilizing a statistical model to pinpoint atypical conversations for review.Churn Risk:
Identifies conversations where a customer expresses potential attrition risk, signalling intentions to leave or explore competitive alternatives.Negative Sentiment:
Detects dissatisfaction in specific parts of the conversation.Follow-up:
Uncovers cases where a support representative is asked to take future action.Escalation:
Detects instances where a customer seeks higher-level assistance, such as requesting to speak to a support manager.Exceptional Service:
Highlights interactions where agents go above and beyond, eliciting customer gratitude.Streamlining with AutoQA:
Streamline your review process with AutoQA’s AI-driven filters. Employing just one filter automatically brings identified insights to the review sidebar. Use filters to create Assignments, automatically allocating relevant tickets for assessment. The new filters are available on TransMon’s AI Suite plan.
AutoQA as the First Line of Defense:
Despite the benefits of automated conversation sampling, manual QA has its limits. Automation serves as the initial quality control, analyzing and scoring 100% of ticket volumes across languages and activated scorecard categories. The new Readability category ensures information is conveyed clearly, benefiting global audiences.
AutoQA identifies training needs, performance declines, and challenges faced by agents. After AutoQA’s initial screening, human resources can focus on the 2-5% of cases requiring human review. Combining AutoQA, and other filters accelerates and automates the evaluation process.
Explore Today:
Experience the intelligence of TransMon and the efficiency of AutoQA to elevate your workflow with insightful, automated quality assessments.
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Updated AutoQA Dashboard:
The dashboard offers a comprehensive overview of 100% of interactions across categories. Several improvements provide deeper insights into overall performance. -
Efficiency Gain:
Illustrates the performance boost achieved by using AI audit reviews over manual QA. -
Average Reviewee Conversations:
Tracks the average number of conversations AutoQA reviews for each user, showcasing its impact. -
Acceptance Rate:
Displays the percentage of cases where AutoQA scores are accepted, aligning with user evaluations.. -
Modified Scores:
Allows tracking and opening the list of conversations where the AutoQA score was modified by human reviewers.
Individual Category Insights: Provides details on the performance of individual categories, including auto-scores, acceptance rates, and counts of modified scores per category.
