We’re thrilled to introduce AutoPilot, a revolutionary feature that automates QA evaluations for up to 100% of resolved cases in real-time—completely hands-free. With AutoPilot, QA teams can focus on strategy while our AI ensures consistent, objective, and efficient evaluations across all interactions.
Impact on Your Workflow ✨
- Saved Time & Resources: Let automation handle QA evaluations, reducing the need for manual reviews. ⏱️
- Ensured Consistency: Guarantee every case is evaluated without bias, enhancing the quality of insights. ⚖️
- Real-Time Feedback: Gain immediate insights to identify coaching opportunities and trends. 📈
How Does It Work? 🛠️
- Navigate to the Settings -> Quality Assurance in the Kaizo platform and select the QA Scorecard you want to automate.
- Ensure all QA criteria in the chosen Scorecard have "Enabled" AI instructions, then click Enable QA AutoPilot.
🚨 Important: You cannot enable AutoPilot unless every QA criterion on the Scorecard is set up for AI evaluation.
- After enabling AutoPilot, go to the Ticket Funnel within QA Settings and select the AutoPilot QA Scorecard. Specify the level of AI coverage: should it evaluate 100% of resolved conversations?
🧐Tip: By default, AutoPilot evaluates only 5% of resolved conversations unless you adjust this setting. If you’re unable to adjust the coverage percentage, it may be due to your current subscription plan. Please contact us at support@kaizo.com for assistance or to explore upgrade options.
- View AutoPilot evaluations in the QA House. Use the Insights filter to select the AutoPilot QA Scorecard and review completed evaluations.
- If you notice any criteria not being evaluated as expected, you can update the AI Instructions in Settings -> Quality Assurance. For guidance on configuring AI Instructions, check out our Help Center article.
Where to Find It 🔍
AutoPilot works automatically in the background for all resolved cases. You can view automated evaluations for each agent in the QA House -> Rate tab.
Ready to get started? Visit this link for a step-by-step setup guide.
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