Quality Assurance

A Voice AI Agent working correctly and a Voice AI Agent working well are different things. Quality assurance looks beyond the rate of correct answers to whether the tone fits, whether there is needless repetition, and where the customer was left waiting without cause.

Setting a regular quality review rhythm, for instance a weekly sample review, is the most reliable way to catch problems before they grow. The sampling should not be random. Weight it towards the calls that escalated, that ran longer than average and that finished with a low confidence score. CBOT's QA layer standardises that sample selection and scoring, so quality assessment becomes a consistent measurement rather than an impression that varies from reviewer to reviewer.