Quality Control (QA)
Even with the most intelligent AI employees, businesses require strict control over how communications are conducted. For this exact purpose, the ATLA AI platform offers a built-in Quality Control tool.
Automated Dialogue Evaluation
The system analyzes every session between the AI employee and the client, automatically assigning a score to the dialogue based on key metrics:
- Tone of Voice: Adherence to the brand's designated communication style.
- Accuracy of Answers: Relevance and proper utilization of the Knowledge Base.
- Goal Achievement: Whether the lead was qualified, the sale was closed, or the issue was resolved (Resolution Rate).
Manual Control and Adjustments
Sales managers or support supervisors can:
- Read Full Logs: Monitor the AI's correspondence with clients in real-time.
- Intercept Dialogues: If you notice a deal requires human intervention, you can click "Transfer to Operator" directly from the quality control dashboard.
- Train on Mistakes: If the AI employee provided an inaccurate answer, you can highlight that specific fragment. The system will register the correction and adjust its future responses in similar situations.
The Quality Control interface makes the audit process entirely transparent, allowing Enterprise clients to be 100% confident in the high level of service provided.