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]