AI QA: Recognising Excellence Beyond the Script
April 1, 2025
Cytrack’s AI Agent QA is enabling data-driven coaching that recognises agent excellence
Beyond Metrics: Intelligence in Quality Assurance
The difference between good and exceptional service often lies in the nuances. Traditional QA, with rigid checklists and binary scoring, simply can’t capture these subtleties—but AI can.
Cytrack’s Advanced AI QA System in Action
Our clients are already experiencing the benefits of a system that doesn’t just measure conversations—it truly understands them. By leveraging sophisticated natural language processing and contextual analysis, our AI QA system evaluates agent performance in ways that were previously impossible.
Real Intelligence in Real Scenarios
Consider this common situation:
A customer calls with multiple questions about their account but begins by saying: “I’ve been trying to upgrade my service plan online, but the system keeps crashing. I’m also wondering about my recent bill, which seems higher than usual, and I need to update my payment method.”
In this single opening statement, the customer has introduced three distinct issues:
- Technical problem with the website
- Billing concern
- Account management need
Traditional QA: Would rigidly check if the agent followed a predefined script for each issue type, often penalising them for adapting to the natural flow of conversation.
Cytrack AI QA: Recognises all three concerns immediately, evaluates how effectively the agent prioritised and addressed each issue, and understands when agents appropriately skip redundant questions because the information was already provided.
Real-World Transformation: From Labour-Intensive to Intelligent QA
Consider this real-world example of AI-powered QA in action:
A corporate client previously invested $300,000 annually to employ three full-time staff who manually assessed random call samples—covering merely 10% of their 100 agents’ interactions.
While they attributed significant success to this practice, it came with substantial limitations:
- Delayed feedback — agents received assessments up to a week later.
- Inconsistent evaluation — human reviewers struggling to remember if agents completed tasks out of sequence.
- Prohibitive costs — comprehensive coverage impossible.
Enter Cytrack’s AI QA system:
Now, this same client can assess 100% of calls automatically, deliver feedback to agents instantly, and maintain absolute consistency in evaluations—all for the cost of a few hundred bucks per 2,000 assessments.
The AI never forgets a detail, never misses an out-of-sequence action, and never gets tired.
The result?
Once the exclusive domain of large corporations with substantial resources, quality assurance is now accessible to organisations of all sizes.
Teams receive accurate assessments, immediate feedback, and comprehensive coverage—all while dramatically reducing costs.
What This Means For Your Team
- Personalised Development: Agents receive individual feedback on their unique strengths and growth areas
- Coaching Efficiency: Supervisors can focus coaching time on high-impact skills rather than checklist compliance
- Fair Evaluation: Recognition for the true quality of customer interactions, not just procedural adherence
- Continuous Improvement: AI identifies emerging trends and opportunities across your entire contact centre
See the Difference for Yourself
Many of our clients are already benefiting from a revolutionary approach to quality assurance. Join them and transform your approach to agent evaluation and development.
This AI rating capability works seamlessly with our Agent Rating and Customer Survey tools, Voice Assistants and Chatbots while supporting our commitment to Staff Enhancement—creating a comprehensive ecosystem of intelligent customer service solutions.
Book a free demo and see this in action, along with all of our AI-powered capabilities.