Course overview
This course provides a comprehensive introduction to automated quality monitoring in modern contact centers. It details how AI models ingest, transcribe, and analyze voice and digital interactions to replace manual sampling, deliver automated scorecards, and power agent coaching workflows.
- Explain the architectural components of an AI-driven automated quality monitoring system
- Compare acoustic and language models used in contact center speech-to-text pipelines
- Configure automated scorecards that utilize natural language understanding rules
- Establish human-in-the-loop calibration workflows to maintain scoring accuracy
- Address compliance, PII redaction, and bias governance in automated systems