ScorebuddyCX

ScorebuddyCX provides AI Auto Scoring for contact centers, enabling 100% of conversations across voice, chat, and email to be scored with AI scorecards aligned to your standards. It preserves a full audit trail for regulated environments and supports enterprise governance with guardrails and human oversight. The platform emphasizes rapid scoring and cross-channel visibility to drive targeted coaching and quality improvements.

Features

• AI Auto Scoring: Evaluate 100% of conversations across voice, chat, and email with 90%+ accuracy, using configurable scorecards.
• Calibration: Hold AI chatbots to your standards; identify where issues arise and drive targeted improvements.
• Insights: Turn QA findings into coaching workflows; surface patterns earlier.
• Compliance: Full audit trail; guardrails; human oversight remains; centralized governance for regulated environments.
• Governance: ISO 27001 certified and SOC 2 Type 2 attested.
• Translation & Transcription: Translate and transcribe multilingual interactions to extend QA coverage.
• Speed & Scale: 5 sec average AI scoring time per interaction; scalable evaluation across all channels.
• AI Knowledge: Connect knowledge base documents to AI Auto Scoring to ground evaluations in internal guidelines.
• Multichannel Coverage: Evaluate voice, chat, and email interactions within a single workflow.

Who Is It For?

• Enterprises and contact centers needing scalable QA across agents and AI bots.
• Compliance- and governance-focused teams requiring auditable scoring and guardrails.
• QA teams seeking faster coaching workflows and broader coverage (voice, chat, email).

Use Cases

• Automate QA scoring of 100% of interactions across channels.
• Calibrate AI chatbots by pinpointing friction points and aligning with internal guidelines.
• Turn QA findings into coaching workflows to close gaps faster.
• Ensure regulatory compliance with full audit trails and governance.

---