QA checks for Conversational AI and IVR Solutions

By: April Baity

Conversational AI and IVR solutions require human-based QA checks.

Conversational AI and IVR systems continue to gain importance as services continue to focus on digital services and on-demand, automated support. For conversational AI and IVR firms, it is imperative that regular QA reviews are performed to ensure accuracy and reduce the client’s potential frustration at errors caused by inaccurate AR/IVR interpretations.

Human-based transcription services can improve IVR and voice AI models by guaranteeing a higher level of accuracy and detail that will ultimately improve the user experience. In spite of advances in AI technologies, humans continue to be able to better interpret nuances, accents and context in spoken language. Human-based transcription improves the accuracy of the IVR and conversational AI models by training them with the most accurate inputs.

Additionally, human-based transcription can help to identify key areas for improvement in the models. Misunderstandings or miscommunications can be flagged in order to ensure that the IVR and conversational AI models are fine-tuned to provide the best possible service to clients. This also ensures that QA reviews give the most accurate and comprehensive feedback to the client.

Without reliable quality assurance reviews firms and clients cannot be sure their Conversational IVR system is functioning properly and that the user experience is as intended. As the public becomes more familiar with conversational IVR, quality assurance reviews can help to ensure that the system is performing optimally, and any areas of improvement can be addressed quickly and effectively before causing unnecessary user frustration.

One of the key trends in AI voice models is the use of Natural Language Processing (NLP) and deep learning. NLP enables AI models to better understand the nuances and context of spoken language, while deep learning allows AI models to become increasingly accurate over time. The use of AI voice models is becoming more widespread, as more and more companies are utilizing AI models in order to improve customer service reach and availability and automating mundane tasks. Finally, AI voice models are becoming increasingly intelligent and can now understand more complex commands and questions. This is allowing companies to provide more accurate and helpful customer service, as well as automate more complex tasks. Human-based transcriptions help enable and ensure this continual improvement.

Speechpad is able to perform QA reviews for all types of content, including transcriptions, captions, and foreign language work. Contact your Speechpad representative for any specific requirements you have and we’ll work with you towards a solution.