Deep Dive: Automated QA

Deep Dive: Automated QA

AI-driven Automated Quality Assurance (AQA) is revolutionizing the traditional QA process in customer service by making evaluations more efficient and consistent. Traditionally, managers manually reviewed a small percentage of interactions based on rubrics measuring accuracy, empathy, and adherence to procedures, which was time-consuming and left room for inconsistencies. AQA automates much of this process by using AI to analyze entire conversations, pre-fill rubrics, and provide real-time insights into agent performance. This allows managers to focus on high-level feedback, improving scalability and ensuring more comprehensive and accurate evaluations across a larger number of customer interactions.

Forbes: When Will Companies See an ROI on AI?

Forbes: When Will Companies See an ROI on AI?

The ROI reckoning for generative AI (GenAI) is here, and many companies find themselves in a tricky spot. While 65% of businesses now use GenAI, proving its value is challenging. Early experimentation with chatbots and digital assistants often prioritized quick wins over strategic goals, complicating the ROI picture. Yet, this experimentation is part of the journey. As businesses shift from isolated applications to system-wide integrations, the real promise of AI begins to emerge. By leveraging insights from early tools and embracing more advanced AI architectures like STAG, companies can transform workflows and start generating the actual returns they’ve been seeking. Read more from our CEO George Davis on Forbes.

From Convenience to Connection: How AI is Redefining Customer Engagement in Consumer Banking

From Convenience to Connection: How AI is Redefining Customer Engagement in Consumer Banking

As traditional banks strive to compete, they are increasingly investing in AI and machine learning to not only enhance digital banking features but also transform customer experience. By leveraging architectures like STAG (Stream-Trigger Augmented Generation), banks can understand and anticipate customer needs with unprecedented accuracy, offering personalized, real-time services that go beyond mere usability.

Meet Frame AI: Max Schultz, VP of Partnerships

Meet Frame AI: Max Schultz, VP of Partnerships

Max highlights the importance of leveraging unstructured customer data—such as calls, emails, and chats—to uncover actionable opportunities that can drive automation and efficiency across organizations. He also touches on the challenges of scaling AI with data to answer the industry’s pressing $600 billion question and shares how AI is poised to transform industries like banking and healthcare.

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