QualityDesk AI Overview

With QualityDesk AI, you can create fully automated quality assurance using the familiar evaluation forms already in use, which can still also be completed by humans. Evaluations are fully transparent, and the AI provides justifications for each evaluation point. QualityDesk AI also enables assistant features for supervisors, such as transcribing 1-to-1 sessions, continuously analyzing results, and highlighting observations that help supervisors lead with greater consistency.

Pricing is based on the desired number of evaluations. For more information, please contact your customer representative or email us at info@qualitydesk.com. You can pilot the AI features in a risk-free and lightweight way with a package price and see the concrete benefits in practice. Testing is possible without building integrations.

Contents:

Automated Quality Assurance

Supervisor’s Assistant

AI Guidance

AI Implementation

Automated Quality Assurance

With QualityDesk AI, you can automate quality assurance using the familiar forms already available in the application. Instead of only getting evaluations from human reviewers, you can, if you wish, evaluate every single customer interaction. With QualityDesk AI you can:

1. Transcribe recordings directly in QualityDesk.
2. If transcriptions are done elsewhere, import them into QualityDesk manually or via a contact center integration.
3. Use the existing evaluation forms in the application for AI-driven evaluations.
4. Have the AI document all justifications for each evaluation directly under the relevant question, so it’s clear why the evaluation was made as it was.

Automated quality assurance is an excellent choice when you want to:

1. Automate quality assurance fully or partially, for example for Compliance.
2. Gain data from customer interactions and automatically collect customer feedback.
3. Collect data about your products and campaigns for, e.g., product managers.
4. Save supervisor working hours and allow them to spend more time leading their teams.
5. Get an easy-to-use, genuinely useful, secure, and Finnish solution for quality assurance.
6. In sales, use the features to record meeting notes directly into your CRM.

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Supervisors Assistant

AI can also be used as an assistant for supervisors in leadership work.

1. Coaching sessions can be recorded, and the AI automatically transcribes them directly into the coaching form. This ensures the supervisor doesn’t need to spend time writing everything down and can fully focus on listening.
2. The AI monitors evaluations, results, and coaching discussions in QualityDesk, providing supervisors with clear, employee-specific coaching recommendations.
3. Directors and managers can also benefit from recording coaching sessions for their 1-to-1 meetings with subordinates.

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AI Guidance

QualityDesk AI builds on the existing structure of the application, which makes its implementation especially easy.

1. Evaluations are carried out using forms built in the application. It is recommended to adjust the form content to be suitable for AI use.
2. A new AI Guidance page has been created, where you can specify, for example, what different terms mean, define your company’s Tone of Voice, and add other important considerations the AI should take into account.
3. The form questions and additional information fields act as prompts for the AI when performing evaluations.
4. People can use exactly the same evaluation forms and directly compare their results with those generated by the AI.

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AI Implementation

QualityDesk AI can be easily activated by contacting your company’s customer representative or by emailing info@qualitydesk.com. The implementation process is as follows:

1. Agree on which AI features will be enabled and decide whether to bring in data via integration or start with manual input.*
2. Define the persons in your company responsible for AI.
3. Build or adapt evaluation and/or coaching forms for AI use, ensuring they align with your company’s customer interaction model and goals.
4. Create the AI guidance together.
5. Train supervisors in using the AI features.
6. Schedule sparring sessions with a QualityDesk expert and your supervisors for the next 3 months to review the AI features and ensure every supervisor knows how to use them.
7. Arrange follow-up meetings between QualityDesk, your company’s leadership, and AI-responsible persons to review the benefits delivered by AI.

Pricing is based on the desired number of evaluations. You can pilot the AI features risk-free with a package price and without heavy IT or integration projects! Contact your customer representative or send a message to info@qualitydesk.com.

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*QualityDesk can be integrated with various systems, such as contact center, CRM, and HR systems. This enables importing results, recordings, and/or transcripts into QualityDesk. All of these can also be entered manually.

Updated on: 02/10/2025