Microsoft Contact Center AI: Insights and quality

Gain visibility into AI interactions, conversation trends, and customer engagement​

Measure self-service effectiveness through containment, escalations, transfers, and resolution outcomes​

Monitor operational health and proactively identify customer experience risks​

Uncover customer friction points and optimize journeys using conversation insights​

Improve AI quality and compliance with configurable QA coverage and automated evaluations​

Detect hallucinations, failed verifications, policy violations, and escalation drivers​