Case Quality Assurance (QA) reviews automation/tools

[colewoods]

Good day all. 

My teams are working on researching ways to automate and/or streamline case reviews for Quality Assurance to ensure that agents are routing cases properly and getting the end users their answers kindly, correctly, and quickly. Ideally we would have a solution that can analyze 100% of cases and give them a score or metric in line with our rubriks that then managers and leadership can look into outliers for coaching, etc. But honestly any way to streamline and improve the process would be amazing to be able to present. 

I was wondering if anyone knows of any in-built ways that ServiceNow can facilitate this goal or any addons that might be better for this. 

For context, we are currently on Xanadu and working over the next couple of months to upgrade to Zurich in case that influences the answers. 

[ankurmadan]

We have it live now. Check here - https://www.servicenow.com/community/csm-articles/servicenow-otto-for-csm-automated-quality-assuranc.... Please do share the feedback. Thanks!

[sanjaygupta]

I think ServiceNow's Automated Quality Assurance (QA) capability is worth exploring for this requirement, especially with your planned upgrade to Zurich.

It uses AI to evaluate cases against defined quality criteria and generate scores and feedback, helping managers identify gaps and coaching opportunities.

• Configure QA categories and scoring criteria based on your existing rubric.

• Enable automated reviews for eligible cases.

• Use QA dashboards to track agent performance and identify outliers.

• Review low-scoring cases for coaching and improvement.

I'd recommend checking the feature's availability and licensing for your Zurich release before considering third-party add-ons. Also, validate the AI scores against manual QA reviews before using them for agent assessments.

Hope you find this helpful.