— New AI-Powered Feature Enhances Acuity Platform, Offering Unprecedented Scale, Speed, and Precision in Quality Assurance —
INDIANAPOLIS, Indiana, August 14, 2024 — TouchPoint One, a pioneer in performance management and employee engagement solutions for contact centers, today announced a significant enhancement to the Quality Management Suite of its Acuity platform. The new Auto QA feature enhances Acuity's comprehensive quality management capabilities with advanced AI, enabling contact centers to evaluate 100% of customer interactions across all channels with unprecedented speed and accuracy. This innovation significantly expands quality oversight while reducing manual effort, allowing organizations to optimize customer experiences more effectively than ever before.
Auto QA is an AI-driven system that automatically evaluates 100% of customer interactions across all channels—voice, email, chat, and social media. It applies sophisticated natural language processing and machine learning algorithms to assess each interaction against predefined quality criteria, scoring them for factors such as compliance, problem resolution, customer sentiment, and agent soft skills. This automated process ensures consistent, objective, and comprehensive quality assessment at a scale and speed previously unattainable with traditional manual methods.
Contact centers face increasing pressure to maintain high-quality customer interactions while managing costs and improving efficiency. Traditional quality management processes, relying heavily on manual review, often struggle with limited sample sizes, inconsistent evaluations, and delayed feedback. TouchPoint One's Auto QA directly addresses these pain points, offering a solution that is not just automated, but intelligent and adaptive.
With over a decade of experience in quality and compliance management, TouchPoint One has digitized and optimized hundreds of forms, workflows, and scorecards for global contact centers with complex regulatory requirements. This deep domain expertise uniquely positions TouchPoint One to deliver an AI solution that truly understands and addresses the nuanced challenges of contact center quality management.
"With Auto QA, we're taking quality management to the next level," said Greg Salvato, CEO of TouchPoint One. "It combines AI with our clients' proven QM practices, tackling industry challenges while making the most of their existing expertise and systems. The result? Better performance, lower risk, and stronger returns.”
What sets TouchPoint One's Auto QA apart is its tailored AI optimization process. The system employs Large Language Models (LLMs) that are meticulously fine-tuned using client-specific data, including:
This comprehensive approach ensures that each LLM is engineered to deliver exceptional and reliable results, consistently surpassing human capabilities in accuracy, consistency, and efficiency.
Jeff Gackenheimer, Chief Software Architect at TouchPoint One, explains, "By incorporating all aspects of a client's quality management framework into our AI models, we've created a solution that doesn't just automate, but truly understands and applies the nuances of each unique contact center environment. Our rigorous testing and validation processes ensure that Auto QA consistently outperforms human quality management across all key metrics."
These advantages enable contact centers to dramatically improve their quality management processes, leading to enhanced customer experiences, more effective agent coaching, and improved operational efficiency.
Auto QA is tightly integrated with TouchPoint One's existing Acuity Quality Management features, enhancing and automating established processes while maintaining the flexibility and compliance capabilities that clients rely on.
The Acuity QM suite features sophisticated digital workflows that can be tailored to meet specific client requirements and regulatory needs. These workflows include:
"Auto QA doesn't just add a layer of AI to our quality management process; it integrates seamlessly with our existing Acuity QM suite," explains Nicole Weathers, QM Solutions Specialist at TouchPoint One. "This integration means that the AI-driven insights from Auto QA can flow directly into our established acknowledgement, review, dispute, and other cross-department workflows, enhancing the entire quality management process from evaluation and compliance to coaching and improvement."
Auto QA and the Acuity QM suite are key components of TouchPoint One's comprehensive Acuity platform. This cloud-based solution goes beyond traditional performance management, combining AI-driven analytics, function-specific digital assistants, real-time dashboards, and innovative gamification to create a holistic approach to contact center excellence.
"By leveraging advanced AI within our broader Acuity ecosystem, Auto QA not only increases the accuracy and efficiency of evaluations but also drives strategic improvements across the entire contact center operation," Salvato added. "This innovation, combined with our robust existing QM capabilities, allows our clients to focus on what truly matters – delivering exceptional customer experiences and driving business results."
As the contact center industry continues to evolve, TouchPoint One remains at the forefront, driving innovation and setting new standards for performance. Auto QA, integrated with the comprehensive Acuity QM suite offers contact centers a powerful tool to enhance efficiency, ensure consistency, maintain compliance, and elevate customer experiences.
To learn more about how Auto QA, the Acuity QM suite, and the broader Acuity platform can transform your contact center operations, visit www.touchpointone.com or schedule a personalized demo today. Please also follow us on X @TouchPoint_One and LinkedIn.
“Acuity has made life so much easier for the leadership team! Having a balanced scorecard is a necessity in our environment.“
- Brandi Stadie, Senior Director of Veyo Contact Center Operations, Phoenix, AZ
“With TouchPoint One's advanced platforms and expertise, we've seamlessly integrated gamification into our performance management, boosting employee engagement and efficiency.“
- Mark Wilson, Chime Solutions CEO
“We are saving ourselves so much time and so many headaches. It is just a better way to work.”
- Tereasa M. Vukanovich, Manager, Regulatory Compliance & Audit
