Every support ticket our team handles is continuously monitored by Tora's quality control layer.
It works the same way a dedicated QC manager would, reviewing each ticket, assessing the client experience, and flagging anything that could have been handled better. The difference is that it watches every ticket, not a sample, and does it in real time.
Tora works from a predefined set of criteria for what a good client experience looks like, but it can also make contextual judgements where the situation requires it. When something falls short, it alerts the relevant engineer and our management team directly.
The result is twofold. Clients are less likely to have a poor experience go unnoticed. Engineers receive ongoing, specific feedback that helps them improve over time.
This layer sits alongside the human quality checks and training processes already in place. Between them, it is very difficult for a ticket to deliver a poor client experience without us knowing about it.
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