Kore.ai Training
Quality AI
About this course:
Learn the fundamentals of Kore.ai's Quality AI module—the post-interaction intelligence layer of the AI for Service platform. This session covers automated evaluation scoring, conversation mining, coaching workflows, and how Quality AI enables 100% interaction coverage for contact centers.
Learning Objectives:
- Explain Quality AI's role in the AI for Service stack and understand the complete configuration hierarchy: evaluation metrics → forms → agent attributes → scorecards
- Design evaluation metrics using the six metric types, compose them into weighted forms with fatal criteria, and build scorecards that reflect business priorities
- Trace a scored interaction end-to-end through AutoQA evaluation, dashboards, conversation mining, adherence heatmaps, and the coaching workflow