AI Call Center QA Automation Platform

AI Call Center QA Chatbot & Scorecard Management Platform

About AI Call Center QA Chatbot & Scorecard Platform

The AI Call Center QA Chatbot & Scorecard Management Platform is a custom web-based solution developed to help BPO companies and contact centers evaluate customer-agent conversations through a consistent quality assurance framework. It combines AI-assisted call analysis, keyword-based evaluation, configurable scorecards, and human quality reviews within one centralized system. Instead of relying on disconnected scoring sheets and different evaluation standards, quality teams can define how calls should be assessed and apply those rules across automated and manual QA workflows.

Built around the specific requirements of contact center operations, the platform allows administrators to create structured scorecards using Categories, Subcategories, and scoring Definitions. Each Definition can include keyword rules, AI prompts, scoring points, and configurable weights. Gemini and Vertex AI help evaluate contextual behaviors such as empathy, professionalism, active listening, and objection handling, while keyword checks identify specific phrases and verification requirements. Quality leaders can control how much AI evaluation and keyword evidence contribute to the final score.

The platform also supports organization-based scorecard assignments, effective dates, version history, Excel imports, manual QA queues, approvals, and historical rescoring. Quality standards can be assigned across Groups, Departments, Locations, Teams, Supervisors, and Workgroups without losing the rules used in earlier evaluations. Developed using React, TypeScript, AWS serverless services, and AI technologies, this project demonstrates how AI and machine learning development can support transparent, consistent, and manageable call center quality assurance processes.

Features

AI-Powered Call Quality Evaluation: Analyze transcribed customer-agent conversations using configurable AI prompts and scorecard rules to evaluate communication quality and agent behavior.

Configurable QA Scorecard Builder: Create and manage quality scorecards with structured Categories, Subcategories, Definitions, scoring points, and evaluation criteria.

Keyword-Based Call Evaluation: Identify required phrases and conversation evidence using keyword matching, exact-match controls, minimum match counts, and mandatory keyword settings.

Gemini & Vertex AI Integration: Use AI models to evaluate contextual conversation behaviors that cannot be reliably measured through keyword matching alone.

Empathy & Active Listening Assessment: Evaluate how agents acknowledge customer concerns, demonstrate understanding, and respond during conversations.

Greeting & Customer Verification Checks: Review required greetings, customer verification steps, and communication standards through configurable evaluation rules.

Professionalism & Objection Handling: Assess agent professionalism, communication quality, and responses to customer objections using contextual AI prompts.

Configurable AI & Keyword Weighting: Assign separate AI and keyword evaluation weights to each scoring Definition, with the combined weight totaling 100%.

Yes/No & Score-Based AI Evaluation: Configure AI prompts to return binary evaluation results or scores within defined minimum and maximum ranges.

Automated & Manual QA Alignment: Apply the same scorecard structure to AI-assisted scoring, automated evaluation, and human QA reviews.

Organization-Based Scorecard Assignment: Assign different quality standards by Group, Department, Location, Team, Supervisor, and Workgroup.

Scorecard Version Control: Maintain parent-child scorecard versions so updated quality standards do not overwrite the rules used for previous evaluations.

Effective-Date Management: Schedule scorecard activation for immediate or future use and manage controlled backdated changes when required.

Historical Call Rescoring: Support the reassessment of historical conversations using appropriate scorecard versions and controlled background processing.

Manual QA Review & Approval: Manage evaluation review, approval, rejection, reopening, and rescoring through structured quality assurance workflows.

Excel Scorecard Import: Upload existing QA scorecards through Amazon S3 to simplify the migration of large evaluation templates into the platform.

Scoring Traceability & Audit History: Preserve evaluation rules, scorecard versions, scoring configurations, and review activities for historical reference.

AI-Assisted Quality Management: Provide quality leaders with centralized control over scoring Definitions, AI prompts, keyword settings, scorecard assignments, and evaluation workflows.

Technologies

React
TypeScript
Material UI
Redux Toolkit
AWS AppSync
GraphQL
AWS Lambda
Amazon Cognito
Amazon DynamoDB
PostgreSQL
Amazon S3
Amazon SQS
Gemini
Vertex AI

Explore the Complete Project

Read the AI QA Chatbot & Scorecard Management Platform Case Study to explore the business requirements, AI evaluation approach, configurable scorecard architecture, scoring workflows, technical challenges, and implementation details.

Build an AI-Powered Quality Assurance Platform for Your Contact Center

Call centers and BPO companies often need more than basic call monitoring tools. Different teams follow different quality standards, and automated scoring must remain consistent with human review processes.

Kanhasoft develops custom software solutions and AI-powered applications tailored to business requirements, including transcript analysis, call quality evaluation, automated scoring, and custom quality management systems.

Contact Kanhasoft to discuss your AI call center QA, BPO quality management, or automated scorecard development requirements.