Amicio: A committed and innovative French company
Amicio, the first 100% customer relations center provider in France to obtain “Entreprise à Mission” certification, has been a key player in customer relations outsourcing, consulting and training since 2005. With over 550 employees at four secure sites (Croix, Abbeville, Redon and Libourne), Amicio guarantees close proximity to its customers and teams.
To ensure impeccable service quality, Amicio has adopted an innovative, high-performance Quality Monitoring solution capable of meeting the following requirements:
- Evaluate advisors according to company-specific criteria
- Optimize customer and advisor satisfaction
- Efficient integration with various CCaaS tools
- Provide precise analyses for personalized coaching of consultants.
To meet these challenges, Amicio chose to implement Diabolocom’s Quality Monitoring tool. At an AFRC event, Olivier Laurent, Deputy General Manager Development at Amicio, shared his feedback on integrating generative AI into quality monitoring.
Optimize operational efficiency, productivity and quality with generative AI
Diabolocom offers an Automated Quality Monitoring solution capable of meeting the most demanding requirements, such as those of Amicio. Generative AI now makes it possible to optimize previously complex processes, such as agent evaluations, which were :
- Manual,
- Time-consuming,
- Expensive,
- And subject to human bias.
Today, thanks to Diabolocom, Amicio offers its customers :
- Automatic, comprehensive evaluations,
- Objective, exhaustive analyses of advisor performance,
- Flexible evaluation grids including hybrid criteria, evaluated by both AI technology and managers,
- Targeted, customized agent coaching,
- Rigorous alignment with processes, compliance and advisor autonomy.
These new practices have transformed quality monitoring standards, with concrete results on advisor satisfaction, a key factor in reducing turnover in contact centers. What’s more, the time saved is significant for supervisors, who are freed up from listening to interactions and can focus on what’s essential: helping advisors refine their pitches.
Improved assessment to support advisors
At Amicio, three main areas are identified for evaluating consultants:
- Compliance,
- Customer relations,
- Skills specific to the call.
The Diabolocom solution offers great flexibility to adapt to the needs of each organization, including a modular rights system to control access to the interface according to user roles.
Olivier Laurent considers it essential to combine artificial intelligence and human intelligence:
“In a hybrid model, if the customer experience and data are enriched, the human element will always make the difference, especially in certain professions!
Diabolocom meets this requirement by facilitating a gradual transformation of existing processes through the integration of artificial intelligence with human work. In particular, hybrid evaluation grids are made available to Amicio. These flexible grids are based on criteria assessed by both Diabolocom’s AI technology and Amicio’s managers, guaranteeing an optimal result that combines human expertise and technological efficiency.
Strengthening trust between managers and advisors thanks to AI
Diabolocom’s generative AI revolutionizes Quality Monitoring by enabling 100% of interactions to be analyzed, where previously only 3-5 calls per month per advisor were evaluated. According to Amicio’s AI project manager,
In addition to exhaustive analysis, the tool provides increased objectivity for supervisors. After a calibration phase, an accuracy of 80-95% is achieved between the AI evaluation and that carried out manually, sometimes even exceeding the accuracy of two supervisors evaluating the same interaction. “AI enables a more complete and less subjective assessment of agent performance,” notes the manager.
Conclusion
Amicio has chosen Diabolocom’s Quality Monitoring tool, a comprehensive solution that can be adapted to the quality criteria of each contact center. Available on a standalone platform, Diabolocom offers a Quality Monitoring tool integrating the latest AI technologies and the functionalities needed to improve the work of your agents and increase customer satisfaction.
