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"ib2: The Platform Testing Human and AI Call Centre Agents to the Same High Standard"
Manage episode 498986799 series 3660582
A tartalmat a Dave biztosítja. Az összes podcast-tartalmat, beleértve az epizódokat, grafikákat és podcast-leírásokat, közvetlenül a Dave vagy a podcast platform partnere tölti fel és biztosítja. Ha úgy gondolja, hogy valaki az Ön engedélye nélkül használja fel a szerzői joggal védett művét, kövesse az itt leírt folyamatot https://hu.player.fm/legal.
"Just ask Dave send him a text"
The AI Voice Bot Podcast, hosted by Dave — a voice tech expert with over 20 years’ experience — explores the future of customer service in an AI-driven world. The focus is on ib2, a new platform built to ensure consistent quality across both human and AI call centre agents.
Unlike traditional QA, which samples a small fraction of calls and takes weeks to review, ib2 tests thousands of interactions in hours using the same benchmarks for both agent types. It runs realistic scenarios — including varied accents, background noise, and unscripted changes — and measures accuracy, speed, tone & empathy, compliance, and escalation handling.
The system can assess nuanced qualities like empathy in both humans and AI, pinpointing when a bot needs retraining or when a human needs coaching. Insights from ib2 are helping companies allocate tasks strategically, with AI excelling in certain technical issues and humans handling emotionally sensitive situations.
The result is augmented customer service — technology enhancing human performance — with every interaction meeting the same high standard, regardless of whether it’s handled by a person or a bot.
📣 Get in Touch
Got a question about voice bots? Want to collaborate or see how they can work for your business? I’d love to connect.
- 🌐 Website: ai-voice.ai
- 📞 Book a Call: Schedule a 30-min chat
- 🔗 LinkedIn: Dave
- 💬 Text "Just ask Dave"
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