EvaluAgent Secures $20 Million to Expand Call Center Agent Evaluation Software

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Customer experience start-up, EvaluAgent, has secured $20m in a funding round led by PeakSpan to build out its automated quality assurance testing software for contact centers. The platform aims to improve the efficiency of quality assurance teams by using automated workflows to coach and train customer agents across all channels. EvaluAgent not only offers quality assurance but also helps ensure that evaluators’ feedback produces ongoing behaviour change in the agent base. The company’s SmartScore, an automated scoring system, uses both speech recognition technologies and OpenAI’s ChatGPT to identify key moments, summarise conversations and provide coaching tips. The investment will be used towards product enrichment, team expansion and customer support.

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Frequently Asked Questions (FAQs) Related to the Above News

What is EvaluAgent?

EvaluAgent is a start-up that provides automated quality assurance testing software for contact centers to improve the efficiency of quality assurance teams by using automated workflows to coach and train customer agents across all channels.

What is the purpose of the $20m funding round?

The purpose of the $20m funding round is to build out EvaluAgent’s automated quality assurance testing platform, and create a platform that not only offers quality assurance but also helps ensure that evaluators' feedback produces ongoing behaviour change in the agent base.

What is SmartScore?

SmartScore is an automated scoring system offered by EvaluAgent that uses both speech recognition technologies and OpenAI's ChatGPT to identify key moments, summarise conversations, and provide coaching tips to customer agents.

What will the investment be used for?

The investment will be used towards product enrichment, team expansion, and customer support.

Who led the funding round for EvaluAgent?

The funding round was led by PeakSpan.

Please note that the FAQs provided on this page are based on the news article published. While we strive to provide accurate and up-to-date information, it is always recommended to consult relevant authorities or professionals before making any decisions or taking action based on the FAQs or the news article.

Advait Gupta
Advait Gupta
Advait is our expert writer and manager for the Artificial Intelligence category. His passion for AI research and its advancements drives him to deliver in-depth articles that explore the frontiers of this rapidly evolving field. Advait's articles delve into the latest breakthroughs, trends, and ethical considerations, keeping readers at the forefront of AI knowledge.

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