Derek Corcoran

Founder and CEO of Scorebuddy, an expert in QA, conversational analytics and AI-driven customer experience improvements. Discusses how AI and automation transform QA into a source of CX intelligence and business impact.

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Nov 6, 2025 • 17min

How AI QA Is Turning Contact Centers into CX Intelligence Powerhouses

Derek Corcoran, Founder and CEO of Scorebuddy, is a pro in QA and AI-driven customer experiences. He discusses how AI and automation are elevating Quality Assurance from a mere compliance task to a valuable source of customer experience intelligence. Discover how conversation analytics unveil hidden trends, and how AI scoring allows evaluators to focus more on strategy and coaching. Derek also shares insights on bridging QA insights with C-suite decision-making through business intelligence dashboards, emphasizing the transformative power of modern QA.

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