This whitepaper discusses the advancements in quality management through generative AI, specifically focusing on NiCE's CXone Mpower Quality Management. It highlights the limitations of traditional methods and introduces two AI-driven features: Auto Score for unbiased evaluations of all interactions and Evaluation Summary for actionable coaching insights. These innovations aim to enhance customer experience, improve compliance, and streamline coaching processes, ultimately transforming quality management into a proactive, efficient system.
