Automated Agent Call Evaluation

Technologies Used:
We leverage OpenAI transcription models | including Whisper | to ensure accurate transcripts and reliable evaluations.

Project Overview:
Our solution provides AI-driven evaluation of customer service calls, helping companies measure and improve agent performance with speed and accuracy.

Automated Evaluation:
The system analyzes agent calls and scores them across predefined criteria for different types of calls, delivering a final achievement score out of 100.

How It Works:

• The audio call is transcribed using advanced transcription models.
• A standardized scorecard, tailored to the call type, lists evaluation criteria.
• Our AI reviews the transcript against the scorecard, marking each criterion as met (true) or unmet (false).