Emmanuel Doubinsky, Product Director at Scorebuddy and expert in AI-driven contact center solutions, chats with Rhys Fisher about the transformative power of AI. They explore how GenAI bots handle routine tasks, freeing agents for more complex issues, and the revolutionary role of AI in quality assurance. Emmanuel emphasizes the necessity of robust data security practices for cloud contact centers and discusses the pressing issue of agent burnout, offering insights on how AI can support rather than overwhelm teams. Finally, he champions AI as a catalyst for innovation in organizations.
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insights INSIGHT
AI Reshapes Frontline And QA
GenAI bots handle simple tasks and free agents for complex work.
AI lets QA analyze far more interactions and surface real coaching opportunities.
insights INSIGHT
Treat Bots Like Agents For QA
As bots become more human-like they require the same QA rigour as agents.
Teams now apply human scorecards to bot interactions beyond simple deflection metrics.
volunteer_activism ADVICE
Prove Security With Certification And Transparency
Obtain accredited IT security certification and accept customer audits.
Run models in private infrastructure and commit not to train on client data.
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Inside Scorebuddy’s take on AI, data security, and tackling agent burnout in today’s evolving CX landscape.
In this interview, Rhys Fisher, Deputy Editor at CX Today, is joined by Emmanuel Doubinsky, Product Director at Scorebuddy.
The pair dive deep into how AI is reshaping the modern contact center – from quality assurance transformations to data security challenges and the critical issue of agent burnout.
In this engaging discussion, Emmanuel breaks down the evolving contact center ecosystem and how AI is no longer just about automation but driving innovation.
Highlights include:
How GenAI-powered bots are transforming frontline service by automating routine tasks, freeing agents for complex problem-solving.
The new role of AI in Quality Assurance, enabling evaluators to review 100% of interactions and focus on compliance and coaching opportunities.
The critical importance of data security in cloud-first contact centers, with Scorebuddy’s approach to IT certifications, transparency, and safeguarding customer data in AI deployments.
Insights into agent burnout causes, including context switching and efficiency pressures, and how AI assist tools – if used wisely – can ease the load without disengaging agents.
Emmanuel also shares how Scorebuddy champions AI as a tool for empowerment and innovation across organizations, encouraging teams to explore AI’s potential beyond mere automation.
Next Steps
Visit Scorebuddy’s website to explore their AI-powered quality assurance solutions: https://www.scorebuddyqa.com/
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