AI for Contact Center Leaders: Quality Assurance Tools in 2026
- 95% of AI pilots fail
- Be within the successful 5%
- More Rule of Thumb cases
In our previous session, we explored practical AI use cases and tools for contact centers — from voice and chatbots to assistants and QA automation.
This time, we’ll focus on how modern QA tools can power entire ecosystems of automated scoring, compliance, and analytics:
- Agent performance review through metrics and score sheets script
- Monitoring script and policy adherence with automatic divergence detection confidencial
- Ensuring confidentiality and compliance (e.g., DSGVO, internal policies) detect
- Detecting fraud and irregular patterns for further investigation insights
- Generating internal business insights from interaction data zip
- Archiving transcripts for forensic analysis and full-text retrieval