Note: This feature is an add-on (requiring additional licensing). Enablement and setup are conducted by Talkdesk.
Talkdesk QM Assist™ is part of Quality Management (QM) and provides searchable call transcripts, highlights key moments, analyzes customer sentiment, and automatically evaluates all calls close to real-time.
This feature helps teams scale their quality management process by automatically analyzing and evaluating customer interactions.
QM Assist (Evaluator) includes both keyword-based AI evaluation and GenAI-based evaluation forms, allowing teams to choose the right approach based on their use case. This helps increase evaluation coverage, improve consistency, and reduce manual effort.
In this article, you will find information on:
- How QM Assist Works
- Creating Keyword-based AI Forms
- Creating GenAI-Based AI Forms
- Associating AI forms
- Generating Time-stamped Annotations
- Viewing AI-Scoring Evaluation Results
How QM Assist Works
Once the QM Assist application is enabled, you can view the following information:
- Full call transcript [1]: The full call transcript is displayed on the side panel.
- Keyword search [2]: The keyword search allows you to look up specific words or phrases in the transcript.
- “Overall contact sentiment” [3]: At the top of the transcript, you’ll see the overall contact sentiment, as either positive, neutral, or negative. This overall contact sentiment is from the customer’s perspective.
- Each utterance’s sentiment for both the agent and the customer is shown throughout the transcript itself [4].
Note: Agents will only see the side panel if there's a transcript for the call.
Creating Keyword-based AI Forms
By using the same QM form builder, customers can enable QM forms for a keyword-based AI evaluation, allowing them to associate and identify specific keywords to answers, to detect intent.
Keyword-based forms are then assigned to Disposition(s)/Queue(s) s for up to 100% automated scoring.
Calls within the selected Dispositions(s)/Queue(s) will then be evaluated using the designated form. Multiple Keyword-based forms can also be created and assigned to different Dispositions(s)/Queue(s) to evaluate different types of calls.
To create an automated AI scoring form, please follow these steps:
1. Click on the Create form button [1] to create a scoring form. If you prefer, instead of creating a new form, you can edit a previous one by clicking the Edit icon [2].
2. To enable the form to be used in automatic scoring calls, select the form type as ‘Keywords’ [3]. This action will make the AI keywords option [4] appear. If you click on it, a side panel will be displayed.
In this AI keyword configuration panel, you can assign the keyword(s) expected to be spoken by the agent [5]. The system can then do the intent-matching while comparing the keywords and phrases on this AI-enabled form to the call transcript to perform the evaluation. To do so, insert the keywords (they can be words, attributes, and sentences), press ENTER on your keyboard, and click “X” [6] to close the side panel.
Important Note: Please be aware that in the “No” answer response [7] (or any response that you’d want to be selected in the absence of keywords being matched on another response), if you insert the word “#fallback” [8], the AI system will check for any keyword matches first. When/if it doesn’t find a match, or has a very low confidence level, will it select the response with the “#fallback”. So, an answer option cannot be left blank, and you’d need to insert this keyword in any answer option(s) that you’d want AI to select in the absence of a keyword match.
Creating GenAI-Based AI Forms
QM Assist also supports GenAI-based evaluation forms, available with the QM Assist Evaluator subscription.
Unlike keyword-based evaluation, GenAI reviews the full conversation to understand what was said and how the interaction was handled.
How it works
1. The interaction is transcribed.
2. The system analyzes the full conversation.
3. The evaluation form is completed automatically using GenAI.
4. Results are available in the Evaluations page for review.
Why use GenAI-based forms
•No need to define keywords
•Better understanding of conversation context
•More consistent evaluation results
When to use
GenAI-based forms are a good fit for:
•Communication quality and soft skills
•Guideline adherence that is not keyword-based
•Teams looking to evaluate more interactions with less setup
Associating AI forms
To associate the desired AI form with one or more Dispositions(s)/Queue(s), access the “Forms” page and click on the More Options (...) button. Then, select AI evaluation rules [1]. By doing so, the calls taken or made by agents on that disposition(s)/Queue(s) are evaluated automatically by the system.
Notes: for more information, please refer to this article
Generating Time-stamped Annotations
The intent is analyzed throughout the call, generating time-stamped annotations that are automatically added by AI when/where the intent was matched and based on automated scoring/keyword detection from the AI-enabled form. They are visible in the recording timeline and appear as positive or negative icons [1].
With these annotations, it is possible to identify more easily where the answer was found, to view quick reactions (positive or negative), and quickly find relevant insights.
Viewing AI-Scoring Evaluation Results
On the “Evaluations” page, there are two additional evaluation statuses:
- “AI pending” [1]: These are evaluations that the system attempted to score but wasn’t able to fill due to not finding an answer that matched, or QM Assist didn’t have enough confidence in an answer found. So, the evaluation is partially scored and needs to be reviewed, completed, and submitted by the supervisor.
- AI Pending evaluations are only visible to the supervisors/admins. When the evaluations are completed, they will have the User's ID as the evaluator and can be shared with the agent.
- “AI scored” [2]: QM Assist has fully completed these evaluations and can be edited by the supervisor.
- Currently, AI-scored evaluations are only visible to supervisors and admins. If you want the agents to see them, you need to open and edit/save them, so that it fetches the supervisor’s name as the evaluator ID, and can then be visible to the agent. This way, supervisors control which evaluations are shared with their agents by only sharing those they edit/save.
Note that when there is a label in the “Queue”[3] or “Disposition” [4] columns (see example above), it means they were used for the form selection.
If you hover the mouse over the label, an explanation appears [5] stating that "QM Assist evaluated the interaction based on the queue or disposition:X" (“X” is the name of the queue or disposition that defined which form was used).