Case Study: Intercom Automated Its QA With Scorebuddy

Intercom is an AI customer service company that helps businesses provide incredible customer experiences online.

More than 27,000 businesses globally use Intercom to scale high-quality support experiences and free their frontline support team from repetitive work, all while delivering excellent experiences to every customer.

Intercom needed an AI-powered quality assurance platform to manage the scale and complexity of their operations – and that’s where Scorebuddy came in.

Challenge

As part of its AI-first customer service strategy, Intercom was looking to transform how quality assurance was delivered and, in particular, wanted to take account of AI agent technology and humans being involved in delivering the ‘end-to-end’ customer experience.

As an AI leader in the customer service space, Intercom wanted a QA solution to match its ambition.

After comparing AI-QA specialists in the marketplace, Intercom picked Scorebuddy as its ideal QA vendor. This decision was based on a number of factors, including Scorebuddy’s market-leading product and pricing model, as well as the strong relationship between the two organizations.

Not to mention the compatible vision shared by Scorebuddy and Intercom: That the basis of successful AI deployment is marrying the strengths of AI and your human team to deliver the best possible customer experience.

Solution

Over 125 people at Intercom are using Scorebuddy’s enterprise quality assurance solution. This is in addition to Scorebuddy’s business intelligence add-on and, of course, their GenAI Auto Scoring solution to help scale and automate as much of the QA process as possible.

Intercom handles a huge volume of interactions which, in turn, generate a ton of data from QA reviews. Using Scorebuddy BI, they can turn this data into real insights and create custom reports in seconds.

That means less time spent on the logistics of QA reporting, and more time actually using the findings to improve the quality of responses – without the need for support from a dedicated analytics team.

Accurate, configurable AI was a big factor in Intercom’s vendor selection and Scorebuddy’s GenAI Auto Scoring ticked the boxes. With AI-powered QA, Intercom can automatically evaluate up to 100% of interactions, reduce time per evaluation, and scale the QA function without having to grow the QA team.

Results

By automating significant aspects of the quality assurance process, Intercom has been able to free up human resources for more impactful activities, lowering average review time while scaling QA in a cost-effective manner.

But the benefits aren’t limited to operational efficiency and cost savings. QA automation has also contributed to stronger agent performance and increased customer satisfaction thanks to the increased scope and configurability of the quality assurance process.

The flexibility of scorecard creation, combined with GenAI Auto Scoring, has allowed Intercom to evaluate a larger volume of customer interactions and, as a result, develop a more detailed overview of customer trends on a large scale.

With Scorebuddy providing insights into areas for improvement and identifying opportunities to improve team quality and output, Intercom has been able to enhance the quality of customer interactions, boosting long-term loyalty and retention.

Declan Ivory, VP Customer Support at Intercom, said, “Partnering with a company like Scorebuddy has helped us accelerate our AI-first customer service strategy in the critical area of Quality Assurance. Scorebuddy’s commitment to leveraging AI to radically transform how QA can be carried out at scale made the solution the best fit for Intercom.“

This blog post has been re-published by kind permission of Scorebuddy – View the Original Article

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About Scorebuddy

Scorebuddy is quality assurance solution for scoring customer service calls, emails and web chat. It is a dedicated, stand-alone staff scoring system based in the cloud, requiring no integration.

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Author: Scorebuddy
Reviewed by: Rachael Trickey