Generative AI Features - Quality AI¶
Utilize generative AI features to supercharge your AI Agent with powerful tools that enhance productivity, enable natural conversations, improve intent detection, analyze customer sentiment, and support agent performance, all working together to create seamless end-user experiences through intuitive design.
Model Feature Matrix¶
The following table displays the features and the supported models.
(✅ Supported | ❌ Not supported)
| Feature | Azure OpenAI Model(s) | OpenAI Model(s) | Custom LLM |
|---|---|---|---|
| Agent Empathy Identification | GPT-4o | GPT-4o | ✅ |
| By Value Adherence validation for Quality AI | GPT-4o and GPT-4o mini | GPT-4o and GPT-4o mini | ✅ |
| By Value metric extraction for Quality AI | GPT-4o and GPT-4o mini | GPT-4o and GPT-4o mini | ✅ |
| Churn & Escalation Identification | GPT-4o | GPT-4o | ✅ |
| Conversation Phase Identification | GPT-4o | GPT-4o | ✅ |
| Crutch Word Usage Detection | GPT-4o | GPT-4o | ✅ |
| Default Script Adherence | GPT-4o | GPT-4o | ✅ |
| GenAI-based agent answer adherence and customer trigger detection | GPT-4o and GPT-4o mini | GPT-4o and GPT-4o mini | ✅ |
| Generating Similar QM Utterance Suggestions | GPT-3.5 Turbo | GPT-3.5 | ❌ |
| Sentiment Analysis | GPT-4o | GPT-4o | ✅ |
| Topic Modelling | GPT-4o | GPT-4o | ✅ |
Agent Empathy Identification¶
Identify instances of agent empathy where customers have expressed negative sentiment through Quality AI using LLMs. Learn more.
By Value Adherence validation for Quality AI¶
Validates data adherence by comparing extracted metric values against reference data using multilingual LLM analysis. Performs precise value matching and returns binary adherence scores for each metric.
By Value metric extraction for Quality AI¶
Extract by value metric from user/AI Agent/human agen messages through Quality AI using LLMs.
Churn & Escalation Identification¶
Utilize LLMs to identify agent crutch word usage in customer conversations using Quality AI. Learn more.
Conversation Phase Identification¶
Post conversation phase identification for phase level sentiment trajectory and resolution aware sentiment analysis.
Crutch Word Usage Detection¶
Use LLMs to detect agent crutch word usage in customer conversations through Quality AI. Learn more.
Default Script Adherence¶
Determine agent adherence to default script steps across greeting, branding, privacy policy, customer verification, hold etiquette, and call closing through Quality AI's conversation Intelligence dashboard using LLMs. Learn more.
GenAI-based agent answer adherence and customer trigger detection¶
Utilize LLMs to verify agent adherence and detect customer triggers without requiring configuration of utterances or training. Learn more.
Generating Similar QM Utterance Suggestions¶
Utilize LLM to generate similar phrases during the design phase, focusing on semantic similarity. Learn more.
Sentiment Analysis¶
Agents will be able to monitor customer sentiment dynamically during active chat conversations. When enabled, this feature displays a sentiment indicator that updates in real-time based on ongoing analysis of the conversation.
Topic Modelling¶
Extract popular Topics and Intents that customers discuss across agent conversations through Quality AI using LLMs. Learn more.