In analytics it is customary to monitor the amount of phone calls: how much they have received, how many have been abandoned, what has been their duration.
Quality assurance is instead a higher level of monitoring, because it allows you to see how was the phone call by evaluating other factors such as customer sentiment and satisfaction.
The quality of the interactions is then evaluated, exploiting the work of automata. For example, if you analyze the text of an e-mail or what is said during a phone call, you can bring out the status of the application for an order and also analyze customer satisfaction.
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