Calabrio has unveiled two new AI-driven tools—Auto QM and Trending Topics—to streamline the traditionally labour-intensive quality management process. These tools will provide contact centres with an efficient way to monitor, evaluate, and enhance customer interactions with a new level of accuracy.
“Since 2016, Calabrio has been innovating and automating quality management with AI, consistently focusing on making agents’ jobs easier—and customer experiences better and more personalized. These new generative AI solutions help contact centers better understand interactions and improve agent experiences. We know this has a positive impact on the customer experience,” said Dave Rhodes, chief executive officer at Calabrio.
The Auto QM tool aims to change how customer interactions are reviewed and evaluated. By automating quality monitoring across 100% of interactions, this feature removes the limitations of random sampling, offering a comprehensive, unbiased view of performance metrics. Utilising AI to assess key customer service indicators, Auto QM provides actionable insights that allow companies to identify trends, areas for improvement, and training opportunities for agents.
This consistent, automated review process ensures that every interaction is evaluated against the same criteria, leading to higher-quality feedback, more focused agent development, and overall customer experience enhancement.
Trending Topics, the second edition, analyses thousands of customer conversations, clustering them into a digestible list of around 100 prioritised themes. This tool allows businesses to quickly understand the main drivers of customer inquiries, providing valuable insights into customer needs and streamlining root cause analysis. By identifying the most common issues, contact centres can proactively address problem areas, accelerate resolution times, and improve customer satisfaction.
This feature also helps reduce agents’ workload, as frequent pain points can be tackled more efficiently, allowing agents to focus on more complex inquiries.
Calabrio’s latest AI innovations are part of the Interaction Analytics suite, which is focused on simplifying quality management and providing deeper customer insights. By reducing manual review efforts, Auto QM and Trending Topics empower contact centres to handle quality assessments and trend analysis at scale.
Moreover, these capabilities allow agents to receive more timely, targeted feedback, improving their skills and boosting engagement, while customers benefit from faster, more personalised service.