Join Adrian Valenzuela, Head of Solutions at AmplifAI, and Nicole Kyle, Managing Director & Co-Founder of Customer Management Practice, for a cross-industry look at how organizations are moving from traditional QA to Quality Intelligence. This new approach goes beyond scoring standard checkboxes to actively listen for specific scenarios - from sales opportunities and objection handling to compliance disclosures and empathy moments.

You’ll learn how leading organizations are using Auto QA to capture every interaction, surface what matters most, and - most importantly - turn those insights into agent-specific coaching and leader workflows that drive measurable CX and business outcomes.

Moderated by Scott Logan, this session show how to make QA data actionable, measurable, and directly tied to performance improvement.

• The Auto QA timeline: manual sampling → full coverage → Quality Intelligence with AI.
  
• Why Auto QA fails: data overload, no coaching plans, no post-coaching measurement.
  
• How listening for scenarios, not just scripts, enables targeted coaching and business lift.
  
• Differentiators that make Quality Intelligence work: collaborative model design, proven rubrics, safe prompt design, and direct-to-leader actions.
  
• How companies implement fast (<90 days) with structured data, calibrated models, and measurable coaching impact.