How AI helps QA analysts review more calls
AI listens and scores each call against the scorecard, with the evidence. QA analysts approve the coaching, so agents get feedback on every call.
A call QA review means listening to the whole call, scoring six items, checking the member record and logging it. That's about 30 minutes per call, so most teams only review a sample.
Sample data. Numbers are AgentConnect estimates.
In this video, AgentConnect by LYRIQ reviews one HMO call. At 2:31, a member asks if her mother is covered and the agent says yes, but the record shows no dependents. That's a compliance miss, so the call fails, and it flags that this is the agent's third slip like this. It drafts the coaching, and a named QA Lead signs off before the agent sees it.
The result: about 5 minutes per review instead of 30. Same team, 6 times the reviews, and every agent gets feedback with evidence.
See more at lyriq.ai. You can also read about LYRIQ on BPOAI.ai.
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