The ability to implement one or more scripts as answers to questions in Scorecards.

For example, currently, there could be a question like "Did the agent greet the caller in a friendly manner?" "Yes/No", we would have an AI-generated answer of perhaps "Yes".

But if a customer has a specific script to say as the welcome message, for example "Thank you for calling XYZ, you've reached the Customer Services team, how can I help?", it could be selected in the Scorecard as the correct statement or phrase in order to achieve a "Yes".

The same could be applied for things like terms and conditions, or GDPR statements, if they were configurable and then selectable from a drop-down.

The AI engine can then continue to review the call or transcript and confirm the agent has said what needed to be said (perhaps with a degree of flexibility from the exact wording of the configured script).

Furthermore, reports could be generated so that managers and team leaders could see which agents in their teams frequently did, or did not say the scripted statements during the interactions.