Customisable Use Cases of AI scoring
Updated
AI quality parameters can be customized to fit specific use cases. For instance, businesses may want to evaluate their agents based on specific phrases used in the opening or closing quality of their conversations with customers. It is possible to create and evaluate quality parameters that are tailored to these specific scenarios. This level of customization helps ensure that agents are being evaluated on metrics that are relevant and meaningful to their particular business.
Examples of few customized AI quality parameters
L1 Category | L2 Sub-category | Description | Examples |
First Meaningful Response | Troubleshooting Steps | Agent providing certain instructions/steps/article links to troubleshoot and solve the ongoing customer issue. | - In order get the ID of the message, please follow the below steps - Below are the steps for account re-addition - Steps to re-add the account |
Probing Questions | Agent asking for more information from the customers to solve the issue. | - Could you please elaborate the issue more we have received the request only with this statement - Could you please elaborate more about what Sprinklr Support could help you here - Could you please elaborate on your request so that we can help you with a better resolution - Could you please elaborate on your request so that we can help you with a better resolution | |
Backend logs | Agent mentioning about checking the logs at the backend or anything related to the logs. | - we would like to update you that we have pushed the logs to lightning - upon checking the details from the backend we could see the below error - please find the logs from our side that contains the image urls that were pushed to lightning | |
Resolution | Agent communicating customers about case resolution status and information related to it. | - we have resolved the issue and here are the details around the resolution - we understand your concern and here are our observations - we investigated the issue and please find the details here | |
Call Probing | Agent is asking about the customer's availability to schedule a call. | - Could you please share your availability for tomorrow so we can discuss this issue. - Could you please share your availability to join you on a screen share to discuss this ticket | |
Call Procedure | Call Scheduled | Agent confirming the customer about the call | - We have scheduled the call for today at 11:30 PM. Below are the meeting details in case you didn’t receive the invite - We have scheduled the call for Tuesday and below are the details |
Call Attended Confirmation | Agent appreciating customer for attending the call. | - Thank you for joining the call ! Glad to know that your concerns are resolved - Thank you for the time on the call. - Thanks for joining the call | |
Discount | Lowest Discount | Agent should always pitch with offer of the day without any discount or from the lowest discount option. | - We are offering 10% instant discount on the Mega pack |
Probing | Suitable offer | If the customer says they are not happy with the offer/feature, the agent has to probe the customer to find out the offer or feature that the customer is looking for. | - If you don't mind me asking, could you help me understand the offer you are looking for? |