A view of what needs attention.
Have voice calls analyzed based on your criteria. Use the results to determine which calls require a targeted review.
ARCHIE HELPS · AQM
Greater control over quality.
Optimal service.
Let AI evaluate your customer interactions based on quality and process agreements. With AQM, you can see what needs attention, find the relevant evidence, and ensure your reviewer maintains control over the evaluation.
- Scorecards for Your Customer Processes
- Supporting evidence from the transcript and Knowledge
- Human oversight and correction
Automated Quality Monitoring. Part of Archie Helps.
Archie HelpsAQM
Sample Conversation · Follow-up Question
Which parts require attention?
One scorecard for this customer process, with indicators for each component.
Question understoodSufficient
Further ExplanationSufficient
Appointment ConfirmedVerification required
The signal is the starting point for the assessment.
Component · Appointment Confirmed
What was said during the conversation?
Evaluate the excerpt in the context of the rest of the conversation.
03:12Employee
“You will receive a confirmation by email no later than tomorrow.”
Sample criterionSpecify the timeframe and channel for confirmation.
Transcript linked to the specific moment in the recording.
Human Assessment
Does the AI's assessment fit the context?
The reviewer can edit and explain an AI assessment.
AI signalVerification required
After reviewSatisfactory
Reviewer's NoteIn the clip at 03:12, the employee mentions both the deadline and the channel.
AI evaluations and human assessments are similar.
This is an illustrative example with fictional dialogue. You should tailor the criteria to your own processes.
Relatable in Quality ManagementYou can't listen back to every call yourself at
You can't listen back to every call yourself at
.
Quality control requires attention. At the same time, you want to know where agreements aren’t being followed, responses differ, or employees need support. AQM helps you investigate those indicators in a targeted manner.
The same criteria as a starting point.
Set up scorecards for each queue, customer process, or campaign. This allows you to evaluate a call based on the guidelines that apply to that specific situation.
From a signal to concrete feedback.
Review the transcript and the relevant part of the recording. This provides a reviewer with a basis for confirming, correcting, or further investigating a finding.
How AI Quality Monitoring Works
From a customer conversation to an informed assessment.
Start by defining what good service means in your process. Archie analyzes conversations based on that definition. Your team reviews the results and determines what improvements are needed.
Determine what you want to evaluate.
Choose the criteria that apply to the queue, the customer process, or the campaign. Consider factors such as quality, adherence to process guidelines, and the accuracy of the response. These guidelines form the basis of your scorecard.
Let Archie analyze the conversation.
AQM evaluates the conversation and highlights any discrepancies. Response validation checks whether the response aligns with the Archie knowledge base. Critical compliance signals can be flagged separately for review.
Check, correct, and discuss.
Reviewers review the transcript and the corresponding recording. They can correct individual AI scores and compliance results, providing an explanation. Then use the findings to provide targeted feedback and drive improvement.
How does Archie handle the quality of recordings?
In stereo recordings, Archie distinguishes between the customer and the agent, even when they speak at the same time. Recordings with insufficient conversation—such as voicemail, dropped calls, or hold music—are marked as unanalyzable. They are not included in quality metrics or Insights.
What happens when a critical signal is detected?
During a call, Archie can identify compliance violations and alert agents and supervisors. Critical violations are placed in a separate queue for human review and targeted follow-up. You can tailor the setup to your process.
AQM · Human Review
The context behind the ruling.
Example criterionIs the follow-up appointment specific?
03:08Customer
“When will I receive confirmation of that?”
03:12Employee
“You will receive a confirmation by email no later than tomorrow.”
Satisfactory after review
The deadline and channel have been specified. The reviewer documents the rationale during the meeting.
TranscriptRecordingExplanation
Quality Through ControlSee the signal.
See the signal.
Understand the context.
An AI assessment becomes more useful when you can see what it's based on, when you need to intervene, and how a reviewer can adjust the assessment.
Compare it to your own Knowledge.
Check whether the answer provided aligns with the Archie knowledge base. Review the expected information, the reliability of sources, and the accuracy score. Include the results in scorecards and compliance rules.
Focus on critical deviations.
Flags compliance issues during the call and alerts agents and supervisors. Set aside critical cases for review so your team knows where to focus their attention.
An opinion that you can back up.
Adjust individual AI scores and compliance results with an explanation and transcript evidence. Compare the human assessment with the AI assessment and link the evidence to the correct moment in the recording.
A scorecard that fits your work.
A return request requires different process procedures than a change request or a complaint. For each queue, customer process, or campaign, discuss what you want to check and which discrepancies require review.
By queueBy customer processPer campaign
Good answers start with good knowledge. Use the managed Knowledge as a reference for validating answers. This ensures that the quality review aligns with the information your team uses.
Explore the AI Knowledge BaseGood to KnowYour questions.
Your questions.
Clearly answered.
From your first scorecard to a human review. Here’s what you need to know before you get started.
What is AQM?
AQM stands for Automated Quality Monitoring. Archie helps evaluate voice calls for quality, compliance, and adherence to processes. You set up the criteria using scorecards and have reviewers check the results and correct them as needed.
Which conversations can we have reviewed?
AQM focuses on voice calls. During the setup process, we’ll discuss your call recordings, customer processes, and desired criteria. Recordings with insufficient conversation content are marked as “unanalizable” and are not included in quality metrics.
Can we use our own scorecards?
You can set up scorecards for each queue, customer process, or campaign. Together, we’ll determine which quality criteria and process guidelines are relevant and how to translate them into a useful assessment.
Can reviewers modify an AI assessment?
Yes. A reviewer can correct individual AI scores and compliance results and justify the decision with an explanation and transcript evidence. You can compare the human assessment with Archie's.
How does Archie check the content of a response?
Answer validation checks, for each customer query, whether the response aligns with the Archie knowledge base. You can see what information was expected, how reliable the sources are, and what accuracy score is assigned. That result can be incorporated into scorecards and compliance rules.
Can Archie send a warning during a conversation?
Yes. Archie can detect compliance deviations in real time and alert agents and supervisors. Critical deviations can be placed in a separate queue for review. We determine which alerts and follow-up actions are appropriate during the setup process.
How does Archie handle silence, voicemail, or overlapping speech?
In stereo recordings, Archie distinguishes between the agent and the customer separately, even when they speak at the same time. Voicemail messages, disconnected calls, or recordings with insufficient spoken content are marked as unanalyzable and are not included in quality metrics or Insights.
How much does AQM cost, and what do I need to get started?
We’ll start by looking at your call volume, recording environment, scorecards, and review process. In a personalized demo, we’ll lay out the specific setup you need. Then we’ll discuss the approach, costs, and timeline that best fit your situation.
Make it personal
Make quality tangible for your team.
Bring your scorecard or a specific quality-related question. Work with an Archie expert to discover how AQM can help you assess, substantiate, and improve.
Your practice as a starting point. Together with an Archie expert.