Short answer
Yes. Conversations handled by your chatbots, voicebots, and AI agents are evaluated in Listener QM using the same scoring system as those for human agents. CrossCX acts as a trusted third party and feeds its feedback back to the bots and their knowledge bases.
Why evaluate a bot?
A bot that responds quickly hasn’t necessarily provided the right answer. Accuracy, compliance, tone—the requirements are the same as those for a customer service representative. And when simple conversations are handled by bots, the tasks assigned to customer service representatives become more challenging, making it even more important to measure quality on both sides.
How does the evaluation work?
Bot conversations are collected by the connectors, evaluated using your scoring grid, and then included in the same reports as those for agents. The feedback is then sent back to the bots and their knowledge bases. The full process is described on the AI Agent Evaluation page.
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