Score AI

Overview

Score AI is an AI-driven Quality Assurance platform that analyzes 100% of customer interactions—email, voice, and chat. It helps operations leaders surface performance insights, validate compliance, and deliver personalized coaching at scale. Backed by partners like Google Cloud and AWS Activate, Score AI elevates customer experience and closes knowledge gaps.

Features

Automated Quality Assurance at Scale

• Reviews every interaction in real time across voice, chat, and email.
• Generates AI scorecards with customizable rubrics for quality, empathy, and accuracy.
• Flags outliers and high-impact conversations for immediate follow-up.

Compliance & SOP Monitoring

• Continuously checks conversations against regulatory requirements and internal SOPs.
• Dynamic rule engine adapts to context (product line, region, customer tier).
• Produces audit-ready reports with full traceability.

Agent Performance & Coaching

• Delivers individualized feedback and coaching prompts after each interaction.
• Highlights winning behaviors and skill gaps via trend dashboards.
• Supports scheduled 1-on-1s with auto-generated talking points and improvement plans.

Voice of Customer & Conversation Intelligence

• Auto-categorizes topics and sentiment to surface emerging issues.
• Detects speech patterns—pace, filler words, pauses—to assess engagement quality.
• Enables root-cause analysis by drilling from macro trends down to single sentences.

Adaptive Configuration & Integrations

• Imports existing QA forms and knowledge bases for instant alignment.
• Connects to logistics, payment, and CRM data to enrich evaluations with business context.
• Open API and native connectors simplify deployment within any CX tech stack.

Use Cases

• Accelerated Agent Onboarding: New hires receive immediate, AI-driven feedback on every interaction, cutting ramp-up time and reducing supervisor load.
• Real-Time Escalation Prevention: Automatic detection of at-risk conversations triggers on-call supervisors before issues snowball into churn or compliance breaches.
• Quarterly Regulatory Reporting: Compliance teams export audit-ready conversation records and adherence scores, eliminating manual sampling and spreadsheet work.
• Product Launch Feedback Loop: Marketing and product teams mine post-launch interactions to pinpoint feature confusion and prioritize roadmap fixes within days.
• Multilingual Quality Benchmarking: Central QA staff evaluate performance across languages using consistent AI scoring, ensuring global service parity.

Pricing

Detailed plan information is available on the dedicated pricing page. Visit Score AI for more details.

Pairing Score AI with 11x

11x is an AI digital workforce platform that automates B2B go-to-market and sales operations. Its AI agents, Julian and Alice, autonomously engage, qualify, and schedule meetings with leads using behavioral signals—without requiring engineering lift or manual outreach.

Combining Score AI with 11x can significantly enhance sales and customer service operations. Score AI's real-time quality assurance and compliance monitoring ensure that every interaction managed by 11x's AI agents meets high standards. This synergy allows for:

• Immediate feedback and coaching for AI-driven interactions.
• Enhanced compliance and regulatory adherence in customer communications.
• Data-driven insights to refine sales strategies and improve customer engagement.

Book a demo to see how 11x can identify your ideal buyers, engage decision-makers 24/7, and book meetings on autopilot.