EvaluAgent, a tech company based in Middlesbrough, has achieved a groundbreaking feat by becoming the first call centre quality assurance software provider to integrate ChatGPT into its software. Established in 2012, EvaluAgent offers an award-winning Quality Assurance and Performance Improvement platform that leverages AI to improve the quality of call centres for its clients, which include Samsung, Vitality, Ubisoft, and Music Magpie.
The integration of ChatGPT in its contact centre software has introduced SmartScore, which allows assessors to score agent interactions swiftly and accurately. This will significantly reduce the time it takes to evaluate customer calls while improving the consistency of scoring. The recently launched GPT-4, the latest AI model from OpenAI, powers SmartScore.
Jaime Scott, CEO and co-founder of EvaluAgent, expressed excitement at the development, saying that innovation has always been a priority for the company. The integration of ChatGPT is a significant milestone for the industry, as it will not only improve quality assurance but also help businesses retain good employees.
Scott added that the technology is a game-changer, providing EvaluAgent clients with a competitive edge by boosting efficiency and facilitating excellent customer service. SmartScore will be available to EvaluAgent customers from April 2023.