I got on a call with customer service the other day while simultaneously juggling life as all moms do. I was hoping to just have a quick conversation and resolve a simple issue, but the discussion dragged on. The agent sounded tired and overworked. Our talk went in circles, and I ended up having to repeat myself multiple times. Frustrating, right? Of course, as an industry insider, I know that call could have gone very differently. What if it had been clean and quick? What if the agent, backed up by AI, had all the insights and context needed to resolve my issue seamlessly? I would have been a much
happier customer, that’s for sure. As a mother of two, I live for efficiency, which is exactly what Gen AI brings to customer service, while transforming
quality management (QM) along the way.
Whether we realize it or not, gen AI is changing the game not just for our businesses, but for you and me as consumers.
Behind the scenes with every call
Think about all the customer service interactions you’ve had recently. Maybe a quick chat with an online representative or a long phone call about a billing issue. True, behind each of these interactions, there was a team dedicated to ensuring quality. But the reality is, traditional quality management processes only scratch the surface. They often review a tiny sample of interactions, missing key moments that could either make or break the
customer experience.
Enter gen AI.
Imagine a system that doesn’t just rely on those insufficient manual evaluations but can analyze 100% of interactions in real time. Suddenly, the tired, overworked agent you spoke with earlier has a coach by their side—in the form of AI, flagging issues, highlighting customer sentiment, and providing feedback all in the moment. It’s like giving every agent a personalized guide that helps them do their job better, faster, and more effectively.
What gen AI brings to the QM table
Gen AI completely transforms the process of evaluating, analyzing, and coaching in quality management.
Instead of the supervisor evaluating performance by generating and filling in forms, evaluation is automatically generated. This ensures consistency and an important awareness of context in the evaluations.
Rather than the supervisor analyzing trends, tracking KPIs, and collecting insights for coaching from a limited, often misleading pool of information that lacks full context, they determine next steps based on holistic insights from the evaluation. These insights come in the form of concise summaries with key highlights that streamline decision-making for agent growth.
And coaching sessions that previously required a lot of preparation time from the supervisor and depended on various moving factors for their success are now replaced by coaching that is automated and personalized. With roleplay simulations in a risk-free environment, agents are truly set up for success.
The results of these shifts with gen AI mean that supervisors have around 30% more time on their hands to focus on coaching, empowered agents do their job better (and feel better about that job so they are more likely to stay with it), and the quality team is sharper and more impactful than ever. The ripples of all this cannot be underestimated in terms of developing a culture of ever-better CX.
Bettering customer experience
Gen AI doesn’t just benefit the agents or the company in our field—it benefits us as consumers. When I’m on that call trying to resolve an issue quickly while also dealing with kids, I certainly don’t want to repeat myself, explain things over and over, or feel like I’m not being understood. With AI analyzing every interaction, these pain points are minimized. The AI detects frustration, adjusts the agent’s approach, and ensures that conversations are more productive.
Just like keeping track of my kids' playdates, school events, and endless to-do lists scribbled on the fridge, gen AI helps businesses stay organized and efficient. It captures every detail, so nothing slips through the cracks—making things run smoother for everyone.
Automation meets the human touch
Any mom knows that there is not a gadget in the world that can fully replace the depth and quality of a real, live person’s attention. Same here. Gen AI is the perfect blend of automation and personalization. It analyzes the conversation in real time, detects patterns, and gives agents immediate feedback. But it doesn’t seek to replace the human element—rather, it enhances it. Supervisors still play a crucial role in coaching agents, yet instead of spending hours reviewing calls, they can now focus on providing meaningful, personalized feedback based on AI-driven insights.
For instance, if an agent is struggling with handling tough customer interactions, gen AI doesn’t just flag it as a problem—it offers solutions. It can suggest coaching, highlight areas for improvement, and even simulate coaching sessions using AI. According to recent
Frost & Sullivan research, not only does gen AI-driven coaching provide “significant cost saving over traditional human-assisted call coaching” it also means “more consistent agent coaching… and less friction than human-to-human coaching.” This kind of focused feedback helps agents perform better, and ultimately, it makes our experiences as customers smoother.
Why it matters to you
At the end of the day, we all want consistency. We expect it in our industry as well as in our personal experiences. As a mom, I rely on consistency to keep things running smoothly on the home front. And I require the same as a customer. Gen AI in Quality Management ensures that I get the same level of service every time I call. It eliminates the frustration of inconsistent customer service and replaces it with efficient, personalized interactions.
Gen AI is making everything easier in our industry—and for us, as customers, too. So, next time you find yourself enjoying customer service at its best – the kind you want to see from your own agents – remember, very likely gen AI is the invisible helper ensuring your issue gets resolved quickly and smoothly. Perhaps it’s even being done powered by our own CXone Mpower Quality Management—which has everything that is needed!
Want to learn more about gen AI and
CXone Mpower Quality Management with NiCE? As market leaders in QM space, we are always identifying trends and creating the features that meet your needs.
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