Tool for automatically creating response quality evaluation reports
AmiVoice®
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Audio recording monitoring,
Do you have this problem?
More than 6% of contact centers listen to recorded audio and monitor* it.
Although monitoring and response quality are important KPIs, there are currently many challenges.
*From the Call Center White Paper 2025
We automate all call processes, from scoring to feedback, in one go.
Achieving a level of satisfaction and practicality that cannot be obtained through AI alone.
Using call data transcribed via speech recognition, all calls are objectively and automatically scored based on evaluation criteria created by professionals. The AI then automatically generates specific improvement feedback. This hybrid approach, combining clear criteria with AI-generated feedback, achieves reproducible and specific evaluation and guidance that AI alone cannot provide.
*This is an optional feature of AmiVoice CommunicationSuite.
Features of CQM Assist
Evaluation criteria are clear
An objective evaluation is performed based on pre-defined keywords and certain criteria.
Feedback generated by AI
The AI generates and organizes strengths, weaknesses, and improvement actions. It automatically creates feedback comments.
A large number of items can be easily evaluated.
Automated analysis of text-based data enables more comprehensive monitoring.
No training for evaluators is required.
Based on HDI-Japan's "HDI Support Center Analyst (SCA)," we have adopted evaluation indicators developed by Persol Business Process Design Co., Ltd.
This system automatically generates a call quality evaluation report from call data.
There's no need to listen back to recordings, no risk of inconsistent evaluations, and no burden of report writing. We provide comprehensive support for all monitoring tasks, from automated scoring to feedback generated by AI.
1. Personal evaluation
The grade display clearly shows what you have done well and what you have not done well.
The system is designed to calculate an overall score and a score for each evaluation indicator. If the response is satisfactory, the score will be "3.5" or higher, and if there are issues, the score will be less than "3.0".
2. Check the conversation content
You can immediately check the actual conversation content.
Clicking on the transition section in the personal report will take you to the call details screen of AmiVoice Communication Suite, where you can immediately listen to the actual conversation.
3. Feedback comments generated by AI
Self-learning is possible through feedback based on scoring.
The AI automatically organizes strengths, weaknesses, and improvement actions, creating feedback comments for all calls. This saves supervisors the trouble of creating comments themselves, and allows operators to review the comments and learn from them.
4. Overall evaluation
The organizational report allows you to see the overall evaluation at a glance
The organizational report (monthly) allows you to see the overall score, index score, and score distribution at a glance.
Benefits
By utilizing CQMAssist, productivity is significantly improved compared to conventional manual evaluations. Standardized evaluation criteria enable quantitative evaluations, reducing variations in evaluations, contributing to accurate feedback to operators and improving their motivation.
Reduce the burden and improve quality.
Why not start operating a next-generation contact center?
The effects are shown in numbers! 2-piece document set.
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