April 29, 2024
AI’s Role in Monitoring Call Center Quality
As AI continues to evolve in senior living, one of its most valuable applications is in call center quality monitoring. In this Senior Living Minute, Rachel Keller discusses how AI is being used alongside human oversight to ensure trust and consistency in call center interactions. With real-time call analysis, AI helps detect quality issues instantly—allowing teams to address concerns faster and improve overall performance.
Transcript: AI’s Role in Monitoring Call Center Quality
It’s really interesting to see how our industry is approaching AI. People are starting to understand the foundations, but what I’m curious to see is how we will begin implementing AI into our daily workflows.
One of the ways we are using AI in our call center today is through call quality monitoring. We know that if you are going to use a call center, you want it to be one that you can trust. So, how do you measure quality?
We have several steps we take from a human perspective, including call center managers who are constantly listening and a formal grading process we follow. When we think about AI and the best way to use it, I don’t want to replace humans—it’s about me and the AI working together.
What we have now is the ability to listen to every single call, and if there is ever an issue or something that is not up to quality standards, AI immediately alerts us. This allows us to address concerns much faster and ensure the highest level of service.