Surbhi Rathore is the founder / CEO of Symbl.ai, a 6 year old start-up focused on conversation AI. Surbhi and her team are TADSummit and TADHack regulars, with past presentations:
- 2022: How to best maximize the conversation data stream for your business.
- 2021: Conversation Intelligence for Developers.
- Symbl.ai Winners from TADHack 2020
We’re excited that Surbhi will be joining us in 2024 to present on “Unified compliance for human and AI agents with Call Score.” This podcast is a preview of what will be presented in October.
Last week Symbl.ai announced new customized scoring features to their Call Score API, delivering unified compliance for human and AI agents. In this podcast Surbhi give a quick demo of part of the API, to whet everyone’s appetite for TADSummit.
AI agents are augmenting and in some cases replacing human agents, ensuring quality is key to achieving better customer experiences (CX). There have been multiple incidents of voice agents hallucinating while interacting with customers, thereby negatively impacting customer trust. Call Score provides the qualitative measured to monitor a hybrid workforce.
With ‘Custom Criteria’ & ‘Scorecards’, businesses can define evaluation criteria, build different scoring logic for their human & AI agents and directly integrate call scores into their CRM, BI tools or custom applications – all with a single API.
Surbhi ran through a demo of call score, focusing on a human agent’s Question Handling, Energy, and Confidence. Call Score produced a report, which can be evaluated against customer feedback for that specific call, so the qualitative analysis can also be quantified across the business’s customers over time.
These insights are examples of metadata that would be added to the vCon (Virtual Conversation) for a specific customer conversation. STROLID is a sponsor of TADSummit, and provides the vCon technology.
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