Scorebuddy today announced the launch of its latest feature, AI Knowledge, making it the first native contact center Quality Assurance (QA) vendor to incorporate Retrieval-Augmented Generation (RAG) capabilities.
This innovation allows Scorebuddy users to automate complex QA evaluations that traditionally demanded manual effort, resulting in significant improvements in speed, accuracy, and scalability for contact centers.
New Feature: Scorebuddy's AI Knowledge, powered by Retrieval-Augmented Generation (RAG).
Industry First: Scorebuddy is the first native contact center QA vendor with RAG capabilities.
Problem Solved: Automates complex, context-heavy QA tasks (like compliance or technical troubleshooting) previously requiring manual review.
Core Mechanism: RAG grounds AI scoring in the organization's unique and continuously updated internal knowledge base (policies, documentation, etc.).
Benefit: Ensures AI evaluations are accurate, consistent, and align with specific company policies and compliance standards.
Ease of Use: When internal knowledge changes, the AI's understanding automatically updates—no engineering work or model retraining is required.
While Scorebuddy's existing AI Auto Scoring solution is already used to automate evaluations for up to 100% of customer support interactions, many users were hesitant to apply AI to complex or context-heavy QA scenarios. These tasks often include compliance reviews, technical troubleshooting, or product-specific evaluations that rely heavily on a company’s proprietary information.
With the introduction of AI Knowledge, Scorebuddy addresses this gap by using RAG to provide a new layer of safety and precision.
How RAG Works in AI Knowledge:
Large Language Models (LLMs) are typically trained on vast amounts of public data.
RAG allows the AI system to draw directly from an organization's internal knowledge base.
When AI Knowledge is activated, it enhances the Auto Scoring feature by retrieving the most relevant internal information from the company's knowledge base to evaluate the agent–customer interaction against company standards.
This process ensures AI evaluations align perfectly with company policies and compliance standards. The system remains accurate and consistent even as the knowledge base evolves, providing continuous, automatic updates to the AI’s understanding when internal documents or policies are changed—a major reduction in maintenance effort.
Derek Corcoran, CEO & Founder of Scorebuddy, highlighted the impact of this technology: “RAG in AI Knowledge transforms QA automation. It combines accuracy with context, empowering contact centers to scale quality without compromising insight.”
By automating knowledge-heavy QA processes, Scorebuddy now gives enterprises the ability to maintain control, accuracy, and regulatory compliance while scaling their quality assurance operations.
Scorebuddy is a contact center QA vendor that leverages AI technology to streamline quality assurance processes, improve operational efficiency, and drive agent engagement.
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