Enhance your service quality with AI-powered quality management

Quality that wins hearts. AI-powered quality management helps you raise service standards across every communication channel. It is the ultimate tool to build trust and keep customers coming back.

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Boost CX and slash costs with AI

Fewer errors and less rework

A well-structured quality management system reduces error rates, lowers the effort needed for rework, and minimizes customer complaints.

Efficiency through AI

AI-powered quality control measures monitor every interaction in real time, freeing supervisors from manual checks and delivering complete oversight.

Early identification of issues

AI analyzes customer interactions live and instantly detects escalations or dissatisfaction. This allows your team to respond proactively before issues arise.

Higher customer satisfaction

Quality management ensures agents communicate professionally and with a solutions-focused approach, driving long-term improvements in customer satisfaction scores.

Precision training

Data-driven insights reveal where each employee has room to grow. This saves resources and accelerates the onboarding process for new team members.

Data-informed decision making

Instead of relying on spot checks and subjective judgments, AI provides objective performance data for your customer service team. Targeted improvements become easy.

Deliver excellence with quality assurance

Effective quality management is not just a nice-to-have feature. Rather it gives a crucial competitive advantage. How? Companies with a structured quality management system can improve service quality, lower costs, and increase efficiency. Here are the key features that make us stand out:

Scorecard – the core of your quality management

Our AI automatically evaluates relevant categories and highlights critical interactions such as escalations and churn risks. Reviewers can adjust AI assessments at any time to achieve even more precise results.

Our quality management system helps you quickly identify the most important areas for improvement. Use targeted analytics to support agents individually, optimize feedback, and measure the impact on IQS and CSAT. The result? Consistently better customer service.

Instant analysis while on the phone

Our AI listens in during calls and evaluates them based on predefined quality guidelines. It analyzes tone, word choice, and conversation flow, providing agents with instant feedback directly on their screens. Your service team receives real-time insights to optimize their communication on the spot.

Real-time quality monitoring for text-based communication

While a customer service agent is composing an email or message, our AI analyzes the text in real time. It detects errors or unclear phrasing, checks tone and adherence to service guidelines, and immediately suggests improvements. Messages with particularly poor wording are automatically blocked to prevent quality issues. This ensures consistent, professional responses to your customers.

Making quality measurable: Your performance dashboard

Our quality management system blends proven standards with the flexibility to adapt to your company’s unique needs. Consistently high service quality is guaranteed and delivered in an automated and scalable way.

The standard guidelines include:

Professional opening and closing: Communicate clearly and with a customer focus.
Active listening: Recognize customer needs and respond specifically.
Solution orientation: Efficiently guide conversations toward the right solution.
Product and process knowledge: Provide competent advice on an equal footing.
Compliance requirements: Operate confidently within all regulatory frameworks.
Documentation: Carefully and accurately record all relevant information.

Making quality measurable: Your performance dashboard

Clear insights through analytics dashboard

Keep a clear view of your entire team’s service quality with powerful dashboards that visualize performance trends over time. Track how your evaluation results evolve based on the Internal Quality Score (IQS) and spot emerging trends early.

Review your service performance for each agent and team, human or AI, across channels like email, calls, and chat. By comparing human assessments with AI-driven evaluations, you can uncover valuable opportunities for optimization and take targeted actions to improve overall quality.

Clear Insights through Dashboard Analytics

Why is AI a gamechanger in quality management?

Instead of relying on time-consuming manual spot checks, AI enables fully automated and scalable quality control in real time. This results in significant efficiency gains and consistently high service quality across all channels.

Real-time feedback

In a matter of seconds, AI analyzes tone, word choice, and conversation flow, delivering instant feedback directly on the agent’s screen. This allows agents to correct communication mistakes immediately, leading to improvements in service quality.

Consistency across all channels

Whether it’s phone, email, chat, or messenger, AI ensures consistent quality standards across all communication channels. Companies no longer have to worry about customers having varied service experiences.

Saved time and costs

Manual quality checks often cover only a small fraction of interactions. AI reviews 100% of customer contacts, significantly reducing the manual workload for supervisors. This saves time and lowers the overall cost of quality management.

Data-driven assessment

Human evaluations are often subjective and inconsistent. AI, on the other hand, applies standardized criteria, analyzes conversations without bias, and delivers measurable results. Quality control becomes fairer and more reliable.

Instantly deployable AI

Our solution is built on powerful large language models (LLMs) that are already pre-trained. The feature is ready to use right out of the box.

Focused training

AI automatically identifies knowledge gaps and areas for improvement, allowing training to be precisely tailored to each employee’s actual needs rather than relying on one-size-fits-all programs.

Frequently asked questions (FAQ)

Can quality management guidelines be tailored to fit specific requirements?

Absolutely! Our software provides standardized quality guidelines as a starting point. However, companies can easily customize these or create their own rules to perfectly reflect their unique standards and requirements.

Is training the AI model necessary?

You can easily create and train your own categories and scorecards if you wish. However, our quality management feature comes with ready-to-use categories that you can use immediately. No programming skills or model training needed.

What are the benefits of combining AI-powered and manual quality management?

AI supports the quality management process through automation and real-time feedback, while supervisors continue to perform manual quality checks. The AI automatically pre-fills scorecards, so supervisors only need to review and make adjustments if necessary. This saves time, reduces manual effort, and ensures objective, data-driven assessments of service quality.

Is implementing the AI-powered quality management solution complicated?

No. Our quality management feature includes ready-to-use categories that you can use right away. Plus, you can easily create and train your own categories and scorecards whenever you want.

How can I use ThinkOwl’s quality management tool for customer communication?

The quality management feature is available as a flexible add-on that can be included with any OwlDesk plan. This lets you tailor your package to fit your needs, easily enhancing your service quality without any hassle.

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