Quality shows how well your SIs look after people. Open it from Settings → Super Intelligence → Workforce → Quality.
Before you start
You need View SI Workforce or Manage SI Workforce to see every SI, or Supervise SI Members to see the SIs you supervise. Only people with Manage SI Workforce can change the settings.
Automatic reviews
Kamo reads a small share of each SI's finished conversations with people outside your organization — phone calls, emails, text messages and website chats — and scores each one from 0 to 100 for:
- Accuracy: what it said was correct, with nothing made up.
- Tone: it was courteous, clear and right for the person.
- Policy: it kept to its role, promised only what it can do, and protected private information.
- Outcome: the person's need was met, or clearly handed to someone who can meet it.
Each review keeps only the scores and one short sentence for the supervisor. The conversation's words are not kept. In an organization that may hold health information, there is no sentence either.
The Overview shows each SI's average, whether it is going up or down, and how its customers rate it. Reviews lists every reviewed conversation, newest first.
Customer satisfaction checks
When you turn them on, a customer gets one short question after a conversation ends: How did we do? They answer with one tap from 1 (Very poor) to 5 (Great), and can add a comment.
- The question goes on the same channel as the conversation. Someone who called gets it by text message.
- It waits until the conversation has been quiet for a while (one hour unless you change it), so it never interrupts.
- A person is asked at most once in the quiet period (30 days unless you change it).
- Anyone can tap Don't ask me again, and is never asked again. Text message opt-outs (STOP) and do-not-contact lists are respected too.
- If an SI's sends need approval, the question waits for that approval like any other message.
Every channel is off until a workforce manager turns it on in Settings.
Learning from corrections
When supervisors decline or change what an SI asked to do and say why, Kamo looks for patterns once a week. If two or more corrections point the same way, it suggests a new guideline for that SI's job description, such as "Copy the loan officer on every email to a lead".
The suggestion appears in the SI's Tuning card. Choose Review in Job Description to see it added to the job description, then save to keep it. The change is saved as its own version in the job description's Version History, so you can compare or undo it at any time. Nothing is added unless a person saves it.
This only happens when Learn From Corrections is turned on in Settings.
KB Gaps
When an SI looks something up in your knowledge base and finds nothing, the question is kept. KB Gaps groups the questions people ask most often that your knowledge base cannot answer yet.
For each gap, choose Draft Article. Kamo writes a starting point from the questions, leaving every fact as [Add: …] for you to fill in. Choose Create Draft and Send for Review: the draft goes to the Help Center's review queue, and is not published until a reviewer approves it. Choose Dismiss for a gap you do not need to answer.
Questions are kept for 90 days, encrypted, and never in organizations that may hold health information.