How AI Closes the Quality Coaching Loop
Wednesday Nov 4, 12:00 PM – 1:00 PM Eastern — REGISTER NOW!
Most quality programs still run on hand-sampling, scoring 1–2% of interactions and hoping it's representative. Auto Score changes the starting point entirely: it evaluates 100% of interactions against your scorecard, consistently and without bias, so nothing depends on which calls a supervisor happened to have time to pull. This session looks at what that shift unlocks downstream.
We'll show how Auto Score's results feed directly into Evaluation Summary for instant, structured coaching insight with zero added prep time, and into Coaching Recommendation for targeted, data-backed guidance on every agent, not just the ones who got sampled. We'll also look at where Coaching Simulator is headed, letting agents rehearse scenarios built from real Auto Score findings before they ever face a live customer.
And we'll tackle the question every quality leader asks before trusting any of this: if Auto Score is the one scoring the call, how do you know why it gave the score it did, and how do you close the loop so Auto Score, coaching, and performance data aren't living in three disconnected tools?
Presenter:
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Maya Gershon, Product Marketing Manager, NiCE
Maya is a marketing leader with deep expertise in product marketing, customer marketing, and go-to-market strategy. She currently drives strategic initiatives for the company’s Quality Management solutions within the CXone suite, focusing on positioning, messaging, and customer engagement. With a strong background in content development, brand storytelling, and cross-functional collaboration, Maya has a proven track record of leading high-impact marketing programs that accelerate product adoption and deliver business value. Her experience spans the tech, education, and nonprofit sectors, bringing a multidisciplinary perspective to every project.
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