Intryc provides an AI-powered platform for quality assurance (QA) and training across both human and AI customer experience (CX) agents. The platform automates QA processes, generates personalized coaching content, and offers AI simulations to improve agent performance and efficiency. This solution integrates with existing helpdesks to deliver scalable evaluation insights and accelerate agent onboarding.
Funding
$5.1M raised to dateRaised to date based on public sources. This may differ from the amount the company actually raised and is based only on what is publicly available on the internet.
Founders
Product
Problem
Many customer support organizations struggle to efficiently and consistently evaluate agent performance across all interactions. Manual quality assurance processes are often limited by time and resources, resulting in small sample sizes and potentially biased assessments. This can lead to missed opportunities for improvement and inconsistent service quality.
Solution
Intryc offers an AI-powered platform that automates quality assurance for customer support teams, enabling comprehensive evaluation of agent performance. The system intelligently samples and analyzes support tickets, applying custom scorecards based on internal guidelines and knowledge bases. By evaluating up to 100% of support interactions, Intryc identifies key areas for improvement, provides actionable insights, and enhances overall support quality. The platform integrates with existing help desk systems and offers detailed performance reporting and analytics.
Target Audience
Intryc is designed for customer support organizations of all sizes seeking to improve agent performance, enhance service quality, and streamline their quality assurance processes.
Features
- Automated sampling with custom rules to target specific interactions for evaluation.
- AutoQA functionality to score up to 100% of support tickets using custom criteria.
- A/B testing to compare AI evaluations against human assessments.
- Customizable scorecards with custom ratings, weights, and root causes.
- Workload management and automatic assignment of evaluations.
- On-demand help desk integrations with PII masking to protect sensitive data.
- Team performance analytics and reporting to track progress and identify trends.
- Coaching session tracking for agents to monitor improvement efforts.
- Custom knowledge base integration and multimodal support.