AI Audit

Purpose

AI Audit deeply analyzes the quality of conversations between customers and CS/AI, using artificial intelligence to score and summarize the interaction.

Access

• Use from Shared Inbox: /{locale}/dashboard/kotak-pesan

How to run an AI Audit

1. Open a customer chat in the Shared Inbox.

   

2. Click the three-dot options icon in the top right corner of the chat ➡️ select AI Audit.

   

3. Confirm the pop-up — the system will inform you that this action consumes 10 Response Tokens.

4. Click Continue Audit.

   

5. Processing takes 2 to 5 minutes.

   

Audit report

Once processing is complete, the report displays:

• Conversation Summary — a brief overview of the chat points.

• Overall Sentiment Score — a satisfaction score from 0–100.

• Key Issues — problems raised by the customer.

• Service Quality Bars:

  • Clarity

  • Empathy

  • Responsiveness

  • Accuracy

  • Problem Solving

• Action Recommendations — suggested improvement steps for the CS team.

Processing and interpretation

AI Audit is asynchronous — the 2–5 minute duration is an estimate, not a guaranteed service-level agreement. Treat the result as an operational review aid, not an automatic replacement for a supervisor's judgment.

Use the recommendations to coach operators, identify recurring service problems, and improve division or AI behavior. Review the source conversation before taking disciplinary or customer-impacting action.

Troubleshooting

• If Audit AI is unavailable, confirm the ticket is eligible and the workspace has sufficient response tokens (10 tokens per audit).

• If processing remains incomplete after 5+ minutes, refresh the ticket and check the audit state again.

• If the result looks incomplete, compare it with the full ticket history.