Gen AI Approach to Quality Audits and Agent Coaching
Elevate productivity, enhance outcomes, and revolutionise the way you analyse and improve customer interactions. With Sparks, harness the latest in Gen AI technology to drive efficiency, gain valuable insights, and deliver tailored agent coaching.
Gain insights into every customer interaction with Sparks’ AI-powered analysis. Uncover data, agent performance trends, and coaching opportunities. With a holistic view, managers can provide targeted coaching and drive continuous improvement.
Define Sparks to audit 100% of customer interactions, eliminating guesswork and random sampling. Adapt and iterate Sparks to meet evolving needs, ensuring all SLAs are thoroughly audited and the process scales seamlessly with your requirements.
Eliminate human bias and subjectivity with Sparks’ AI-driven evaluation framework. Ensure fair, objective scoring for every interaction, leading to consistent performance feedback.
Discover the synergy of human-AI collaboration with Sparks. Refine and validate results for optimal outcomes. Ensure AI insights are not only accurate but also aligned with organisational goals and values.
Strategise your goal and enlist Gen AI’s assistance in constructing a tailored conversation and agent assistance framework.
Crafting
Connect key performance indicators and evaluation metrics to specific instances in customer interaction, shaping the rules accordingly.
Iteratively test & optimise automation rules for heightened accuracy, ensuring alignment with existing process & desired outcomes.
Publish your rules and allow our platform to analyse every interaction, delivering comprehensive insights.
Harness rich, objective data for personalised coaching, propelling agent performance to new heights.
Adaptive Intelligence, Built for Your Business
A prominent contact center implemented our Gen AI solution to automate their support operations and enabled agents to respond to customers more swiftly, resulting in a 40%* reduction in support costs.
Tailored to Your Business
Agile and Flexible
Publish with Confidence
Frequently asked questions
Sparks is Verloop.io’s AI-powered auto QA system that evaluates 100% of agent conversations across voice and chat, using custom scorecards, sentiment analysis, and compliance checks. It automates quality audits, delivering unbiased, consistent insights at scale.
With feedback loops, Sparks flags performance gaps, highlights customer sentiment, and scores conversations across parameters like empathy, resolution, and accuracy. This helps managers coach smarter and faster, using data, not guesswork.
Yes. Verloop.io lets you build and tailor QA scorecards to match your brand tone, compliance requirements, and KPIs. You can track performance on metrics like greeting, grammar, escalation handling, upselling, and more.
Absolutely. Sparks works seamlessly across voice and chat interactions, transcribing voice calls and scoring them using the same intelligent parameters—helping you maintain consistent quality across all channels.
Unlike manual audits that check <5% of conversations, Sparks analyses 100% of interactions automatically. It's faster, more consistent, and removes evaluator bias—giving you a complete view of agent quality without additional effort.
s. Sparks runs on Verloop.io’s secure platform, backed by ISO/IEC 42001 AI governance certification. All audits, scorecards, and feedback are traceable, compliant, and ready for enterprise-scale deployment.
