Prime Highlights
- Tollring introduced CIQpilot and Auto QA to help companies better understand customer conversations and improve service quality.
- The new tools aim to move businesses beyond manual reporting by offering deeper insights into customer interactions and outcomes.
Key Facts
- Tollring added CIQpilot and Auto QA to its call recording and analytics platform.
- Auto QA reviews every customer conversation automatically with more than 90 per cent accuracy to reduce manual quality checks.
Background
Tollring rolled out a pair of new tools in its call recording and analytics platform. The additions let companies examine how they interact with customers and spot ways to deliver better service.
The company rolled out CIQpilot and Auto QA as part of its updated platform. These tools are designed to study and assess all recorded conversations across an organization. The aim is to enhance how customers feel about their experience, meet regulatory standards more easily, and give teams a sharper picture of what happens during calls.
CIQpilot lets users explore data by asking questions in simple, everyday language. Managers can ask follow-up questions to explore further and quickly identify patterns in customer conversations. Instead of showing only numbers, it highlights the reasons behind customer outcomes using real examples.
Auto QA automates the quality checking process for customer interactions. It reviews every conversation and provides consistent results with more than 90 per cent accuracy. This reduces the need for manual checks and helps organizations maintain quality at scale.
The system also connects conversation results with business outcomes such as sales performance, compliance, and customer satisfaction. This helps companies understand how customer interactions impact overall results.
The company said the new features help organizations move beyond traditional scripts and manual scoring methods. It added that the aim is to deliver simple, scalable insights that can support daily business operations.
Leadership stated that the tools are designed to help businesses learn directly from customer conversations and use those insights to improve decision-making and performance.
The launch reflects the growing use of artificial intelligence in customer communication and business analytics.
