I currently use AI scoring for things such as Scripting and Patient Experience. For example, I have it scoring for professional and courteous language on the call. I think the most unique question I have is related to empathy. I have three outcomes possible:
1) Transcript indicates a situation that required an empathetic response was identified and an empathetic response was provided.
2) Transcript indicates a situation that required an empathetic response was identified but no empathetic response was provided.
3) Transcript did not indicate a situation required an empathetic response.
I was wondering how others were using the AI Scoring feature. Any unique applications of the evaluation form? Any unique questions you've created?
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Doug Couch
Quality Assurance Manager
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