Smart Skip: Evaluate faster by skipping to key moments on screen recordings
Unveiling Smart Skip: Industry-first AI feature that speeds up QA evaluations of agent screen recordings
Screen Recording Review
In contact centers, optimizing agent performance is crucial. Traditionally, reviewing screen recordings has been a manual and time-consuming process, requiring managers to watch entire recordings to identify key moments and areas for improvement. While auditors have tools that help them identify key moments based on the audio transcript, there have been no tools to do so based on what the agent is doing on their desktop —until now.
Level AI is excited to introduce Smart Skip, an innovative feature that uses artificial intelligence to automatically identify and highlight key moments in screen recordings. This allows managers to quickly and efficiently review interactions without having to watch the entire recording.
The Challenge: Manual Review of Screen Recordings
Reviewing agent screen recordings has been a cumbersome and inefficient process. Auditors either have to watch the entire recording, which is time-consuming, or rely on key moments identified in the transcript, which can lead to missing critical moments visible only on the agent’s screen. Examples include:
- Missed Process Steps: Failing to notice when an agent skips necessary steps in a process, which could impact service quality or compliance.
- Data Entry Errors: Overlooking incorrect or slow data entry that could highlight training needs or inefficiencies.
- Improper Use of Tools: Not noticing when an agent fails to utilize available tools or resources, such as the knowledge base, effectively.
The difficulty of doing a comprehensive review means important insights for coaching and development can be easily overlooked, resulting in less effective QA audits.
The Solution: Smart Skip – AI-Powered Efficiency
Level AI is excited to introduce Smart Skip, an innovative feature that uses artificial intelligence to improve the screen recording review process. Smart Skip leverages advanced computer vision technology to analyze screen recordings and automatically identify significant moments within the interaction. It recognizes key actions such as:
- Application Switching: Identifies when agents switch between different software applications, indicating potential multitasking or searching for information.
- Data Entry: Recognizes moments when agents input information, highlighting possible errors or inefficiencies.
- Workflow Actions: Detects key agent actions crucial to workflows, such as case classification, order processing, or customer data updates.
By identifying these significant moments, Smart Skip allows managers to concentrate on what truly matters, resulting in a more efficient review process and impactful coaching sessions. With Smart Skip, managers can:
- Understand what Agent did through the entire conversation up to 5x faster, by skipping to key moments in the recording
- Locate specific screens more efficiently by skipping past parts of the recording where the agent did not do anything significant
Embrace the Future of Screen Recording Reviews
This innovation marks the first AI feature in the contact center industry designed to aid in screen recording reviews, making it easier for QA auditors to identify critical moments and provide targeted feedback. Level AI is committed to further advancing this technology. Future updates will deliver even more artificial intelligence capabilities to help QA auditors work more efficiently and accurately, ultimately enabling contact centers to deliver exceptional customer experiences.
Contact us today to learn more about Smart Skip and discover how it can transform your contact center operations.
Keep reading
View all
