We are extremely pleased to announce an upcoming beta for expanded AI Scoring capabilities in Genesys Cloud evaluation forms!
AI Scoring helps automate quality evaluations, and we’ve heard consistent feedback that current limits make it difficult to build detailed, scalable evaluation frameworks. This enhancement removes those constraints—allowing you to design richer, more comprehensive evaluation forms within a single experience.
With this update, customers will be able to:
Configure up to 5 answer options per question for more nuanced scoring
Reduce the need for fragmented or duplicate forms
Improve insights into agent performance and compliance adherence
A few important considerations:
AI Scoring continues to support single-select questions only
Existing safeguards (e.g., low historical accuracy detection) remain in place
We are currently recruiting customers for this beta who:
Use Quality Management and AI Scoring
Want to build more advanced evaluation frameworks
Can provide feedback on real-world use cases for 5 answer AI Scoring questions
Copyright© 2025 Genesys. All rights reserved. Terms of Use | Privacy Policy