The customer does not wait
The answer goes out when it is ready. The score is produced afterwards and goes to the team, not into the conversation.
Feature
Quality scoring that never slows the conversation
Quality control wired into the answer path turns into latency the customer can feel. So our scoring runs beside it, carries a hard time budget, and never holds up delivery.
Beside the critical path, not inside it
A hard time budget
A score that does not fit is dropped. We would rather lose one measurement than slow a thousand conversations.
What it is for
- Rules check every conversation
- Checks that can be settled without reading the content, such as a mutation without confirmation or a citation pointing at a missing article, run on every conversation. Model-based scoring, which requires understanding the content, runs on a sample, because it costs on every run.
- Direction for editors
- Repeated weak scores in one topic point to an article to rewrite, not a person to retrain.
- Support for the gap register
- Scoring and the gap register show two sides of the same problem: missing content, and content written unclearly.
Quality visible in numbers, not in hunches
We will show what scoring looks like on your conversations and what follows from it for the knowledge base.