FAQs: AI Scoring
Do the existing evaluation limits apply to AI Scoring driven evaluations?
Yes, agent and evaluation centered evaluation daily limits (50 per day), apply… [More]
How can I design a question to handle dead air or silence?
Ask whether the agent acknowledged or explained any pause longer than a… [More]
How can I include identity verification checks in AI-scored forms?
Include questions that ask whether the agent verified at least one customer… [More]
How can I measure empathy without using subjective language?
Replace emotional judgments with observable acknowledgment. Example: “Did the agent acknowledge the… [More]
How do I ensure AI accurately scores interruptions?
Ask direct questions focused on whether the agent allowed the customer to… [More]
How do I handle compliance or disclosure questions in AI scoring?
Compliance questions should reference required statements that appear in the transcript. Example:… [More]
How should escalation be evaluated by AI?
Write questions that specify the elements of a complete escalation explanation. Example:… [More]
How should I confirm that the agent closed the conversation properly?
Include a question about summarizing outcomes or confirming satisfaction before ending the… [More]
How should I design greeting questions for AI scoring?
To evaluate greetings, write transcript-based questions that ask whether the agent used… [More]
Is STA (Speech and Text Analytics) required for AI Scoring?
Yes, if you intend to use AI scoring to evaluate calls. AI… [More]
Is there a best practices guide for using AI Scoring?
Yes. To learn how to use AI Scoring effectively and get the… [More]
Should I include questions about using the customer’s name?
Yes. Personalization improves customer engagement and can be objectively measured. Example: “Did… [More]
What’s the best way to confirm that the agent provided a resolution?
Ask whether the agent clearly described an action or next step that… [More]
Which Genesys Cloud regions support AI scoring, and how are they mapped to AWS Bedrock regions?
The following table shows the AWS region mappings used by Genesys Cloud… [More]
