EMPLOYEE AUDITING FOR cx optimization

Gain crucial insights into your customer experience during critical shift transitions with our time-sensitive service, combining both a scheduled phone and in-person audit, precisely executed at the beginning or end of a work shift during hours coordinated with our CX agent. This dual-method approach assesses both remote and direct customer interactions, revealing how service quality, employee preparedness, and operational protocols perform under varying conditions. Available in Upstate NY only

Gain immediate, focused insights into your customer experience directly from your team. Our One-Time CX Optimization Call Audit is specifically designed for businesses seeking a concentrated evaluation of their employee's real-time customer interactions. This service involves a scheduled, direct phone call audit with one of your designated employees, providing an unvarnished look at how your brand's CX standards are being upheld when customers act various ways. 

Our specialized Regulatory Compliance Audit rigorously tests your employees' adherence to critical state, federal, and internal store regulations, specifically focusing on age-restricted sales. Highly trained, underage CX agents will conduct discreet visits, attempting to purchase products like tobacco, alcohol, and lottery tickets, providing undeniable evidence of compliance or non-compliance. We can also test other requested regulations, including ID verification. 

 Our After-Hours AI Integrity Monitoring service provides a critical layer of oversight, specifically designed to detect and report any instances of AI hallucination or rogue behavior during non-business hours.

We conduct thorough check-ins throughout the early evening, night, and early morning, simulating user interactions to identify potential issues such as:

• False claims of being human: Ensuring your AI consistently identifies itself appropriately.

This specialized audit meticulously examines your critical customer-facing channels during your operating hours to guarantee a frictionless experience. We conduct a thorough evaluation of your AI-powered phone system, navigating each level to assess its intuitiveness, efficiency, and ability to seamlessly connect customers with the appropriate resources or human agent. Our process identifies any points of frustration that could lead to customer dissatisfaction.

  This audit rigorously tests your AI agents' susceptibility to manipulation leading to unlawful actions or protocol deviations. We simulate scenarios to ethically challenge AI decisions and identify vulnerabilities.

We'll test attempts to trick the AI into:

• Providing illegal/harmful info
• Circumventing security
• Deviating from protocols
• Exhibiting biases

This provides critical insights into your AI's compliance, identifying weaknesses for necessary safeguards. Ensure ethical, legal AI operations.