February 26, 2024

After over a decade in the customer experience industry, three friends Jaime Scott, Michelle Dinsmore and Alex Richards decided to start their own company, assessment agentdevelops quality assurance testing software for contact centers.

The three co-founders say their shared desire is to find a solution to the problem of overworked contact center managers. Reviewing customer calls and QA phone texts takes time — so long, in fact, that few people do it on a regular basis. according to According to one source, only 1% to 2% of call center calls are actually evaluated.

“Essentially, the role of the contact center is to serve customers,” Scott, the company’s chief executive, told TechCrunch in an email interview. “These customers are human and as such will always demand levels of service and experience that technology alone cannot provide. We believe that the better an agency’s employee experience, the better their customer experience. “

Scott, Dinsmore and Richards founded EvaluAgent in 2012. The team is growing rapidly, but is primarily focused on working with a small number of enterprise clients. That changed in 2018 and 2019, with Scott saying leadership recognized a gap in the market for more flexible software-as-a-service-based quality assurance testing solutions.

Today, EvaluAgent’s platform is designed to help quality assurance personnel analyze text and voice conversations across channels to coach and train customer agents. With a largely automated workflow, EvaluAgent attempts to increase the efficiency of the QA team, displaying quality assurance-related statistics in a unified dashboard.

Managers can provide feedback to employees through EvaluAgent’s dedicated tool, and employees can find answers to frequently asked questions in EvaluAgent’s built-in company knowledge base.

“EvaluAgent not only provides quality assurance, but also provides customers with the tools to ensure that evaluator findings translate into sustained behavioral change in the agent population,” Scott said. “All in all, the platform represents a complete system of record for contact center quality teams.”

EvaluAgent also offers an automated scoring system powered by a combination of speech recognition technology and OpenAI’s ChatGPT. system, SmartScore, if necessary, transcribes the conversation and summarizes it using ChatGPT, an AI chatbot that understands text They provide insights, rate line items, and offer coaching tips.

“Out of the box, moments of truth, such as customer frustration, repeat contact, and complaint escalation, are automatically flagged,” Scott explained. “It…enables organizations to achieve more interactive coverage and streamline the quality assurance process while maintaining full control of the quality team.”

assessment agent

Image Source: assessment agent

Still, one wonders whether the algorithms used to assess agent behavior can be biased.After all, research shows that AI is more likely Classification Black speech was seen as “toxic” or “offensive.”Speech recognition technology has also been known to have race and ethnicity issues with prejudice. So is SmartScore credible?

Scott did not elaborate on what steps, if any, EvaluAgent takes to remove bias from the algorithm. But he stresses that they are not meant to replace human quality assurance assessors.

“EvaluAgent has invested in its technical resources to incorporate the best AI models for its use case,” he said. “We are model-agnostic, which we believe is a significant advantage in the modern, fast-moving field of artificial intelligence. After this financing, there will be more innovation and automation powered by artificial intelligence, which contains the latest artificial intelligence models, but Allowing the quality assurance team to remain at the center of key workflows.”

The lack of transparency doesn’t seem to be hindering the company’s success. EvaluAgent claims a nearly five-fold increase in revenue over the past three years, with clients ranging from Fortune 500 companies to mid-market BPOs and technology companies.

This momentum attracted the attention of lead investors, who injected capital into EvaluAgent’s Series A round. Announced today, the Series A round led by PeakSpan closed at $20 million, bringing EvaluAgent’s total funding to $21 million.

PeakSpan’s Phil Dur, the lead partner on the deal, said he saw “tremendous opportunity” in what he called the “quality space”.Although stiff competition Apparently, in a space valued at more than $35.3 billion, startups including Invoca offer similar, but not identical, capabilities to EvaluAgent.

“After years of researching the category, we believe EvaluAgent is the strongest provider of quality assurance and performance improvement software,” Dur said via email. “The platform is well-suited for small to mid-market contact centers while maintaining the ability to serve enterprise-scale businesses with larger contact center operations.”

Scott said the Series A funding will be used to enrich its offerings, expand its remote teams, and support customers in “new and existing regions.”

“About 25 percent of the contact center market still runs their QA programs on spreadsheets, while the other part leverages in-house legacy tools,” he said. “Contact centers face a new dynamic – balancing a leaner workforce and fewer live agents with increasingly demanding customers (call volumes, wait times and escalations have been steadily rising) while optimizing costs to Potentially volatile macro environment.”