Hi Moveworks Community,
We are seeking guidance on how other teams are triaging and conducting quality assurance to ensure agents are providing accurate answers.
We have a slightly unique use case. Our primary customer is our sales team, and users are connecting with a number of sales support teams (today 3 teams, eventually over 20 teams). The out of the box conversation tagging results in a significant portion of conversations being tagged as 'Other' which leads to a manual review.
Current State: We read through every conversation, tag the Conversation ID and topic in a Google Sheet, then loop in the owners of the Knowledge Article docs to review and validate the answer from our agent is accurate.
Ideal Future State: Sales topics are accurately tagged (Deal Desk, Legal, etc). Then our SMEs in each topic can review their associated conversations directly. From there, they would validate if the agent’s response was correct, if there is an issue and how it was resolved (eg; updated KB page), or retag the conversation to a different topic/team for further review.
Does anyone have suggestions on how we can improve or automate our workflow?
Thanks!