Microsoft Contact Center AI: Insights and quality
Microsoft Contact Center AI: Insights and quality capabilities are entering preview, enabling admins to monitor AI interactions, measure self-service effectiveness, detect quality issues like hallucinations and policy violations, and optimize customer journeys through conversation analytics.
Microsoft's description
Gain visibility into AI interactions, conversation trends, and customer engagement Measure self-service effectiveness through containment, escalations, transfers, and resolution outcomes Monitor operational health and proactively identify customer experience risks Uncover customer friction points and optimize journeys using conversation insights Improve AI quality and compliance with configurable QA coverage and automated evaluations Detect hallucinations, failed verifications, policy violations, and escalation drivers