In the Thulium system, you can fully automate the assessment of the quality of customer conversations by creating personalized assessment scenarios. These scenarios consist of a set of evaluation criteria that form the basis for subsequent analysis of the conversations conducted by the Agents in question. This approach makes it possible to dispense with manual analysis or limit it only to selected cases, significantly increasing the scale and efficiency of the quality control process. To prepare such a scenario, select AI Assistant → AI call evaluation scenarios from the Administration tab.
Next, select one of the ready-made assessment scenarios, or create your own by clicking on .
By choosing a ready-made interview scenario, you can further modify it and adapt it to your individual needs. This will provide you with full flexibility and precision in your assessment.
After selecting a scenario, a list of criteria that make up the scenario will appear. Each criterion is formulated in a zero-one manner (fulfilled or not), which allows an objective and reproducible evaluation of the team's work.
If the scenario suits our needs then save it by clicking . On the other hand, if we need to add some criteria then we use the
button. Then, from the list of predefined criteria, we select the one we are interested in by approving the selection with the
button:
The given criteria in the list in the scenario can be arranged according to the order you expect by holding down . Removal of a criterion is possible by selecting
.