A.I. Soft Skills Evaluation Engine Pilot Yields Good Results at Philippines Contact Center

Our four-month pilot study currently underway at a large contact center in the Philippines has yielded results that indicate that our A.I. Engine can effectively replace manual processes throughout the recruitment and training processes.

During the pilot phase currently underway in the Philippines, candidates write or record their answers to a series of simulated customer inquiries. Responses are then scored by both our A.I. Engine and by external human evaluators.

Results show that the A.I. Engine was found to be accurate over 75% of the time compared to manual scoring. The other 25% of the time, the A.I. Engine was within a 15-20% tolerance.

We have recently started another pilot project with a global customer support organization that will allow us to further calibrate our A.I. Engine against associate performance on a global scale.

Contact us for more information.

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