Manage Quality Evaluation Agent
Manage Quality Evaluation Agent: the AI agent for automatic quality evaluation of interactions
The Manage Quality Evaluation Agent in Microsoft Dynamics 365 Contact Center is an intelligent AI agent designed to automatically analyse and evaluate the quality of customer interactions (chat, email, voice, etc.). It helps support teams and quality managers quickly identify strengths and areas for improvement, and manage customer satisfaction with precision.
Manage Quality Evaluation Agent – Dynamics Customer Service
Model
GPT 4
Trigger
- End of an interaction (call, chat, ticket closure)
- Creation or update of a conversation
Agent type
Semi-autonomous
natural language processing (NLP)
semantic and contextual analysis
Technology
Dynamics 365 Customer Service
Dynamics Copilot
Manage Quality Evaluation Agent
The quality evaluation agent is a powerful AI feature that measures and improves the quality of customer interactions, while automating tedious tasks and helping managers make decisions based on reliable data:
- Automatically analyses conversations between agents and customers
- Assigns quality scores based on defined criteria
- Provides insights into agent and team performance
- Highlights positive trends and areas for improvement
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