How to ImplementQA & VoC for Intercom
Complete step-by-step guide to implementing quality assurance and voice of customer analysis for Intercom. Learn best practices and get started quickly.
Step-by-Step Implementation Guide
Follow these steps to implement QA and VoC analysis for Intercom with Oversai.
Connect Your Intercom Account
Start by connecting Oversai to your Intercom account. Install the Chrome extension and authorize API access. This secure connection allows Oversai to access your Intercom conversations and interactions.
- Install Oversai Chrome extension
- Authorize Intercom API access
- Verify connection and data sync
- Set up data permissions
Define Your Quality Criteria
Define what makes a quality interaction for your business. Set evaluation criteria, compliance requirements, and quality standards. Oversai's AI will use these criteria to evaluate all interactions.
- Define quality evaluation criteria
- Set compliance requirements
- Configure quality scoring rules
- Customize evaluation dimensions
Configure AI Evaluation
Set up AI to automatically evaluate interactions. Choose your coverage volume (from sampling to 100%), configure evaluation rules, and set alert thresholds. AI will start evaluating interactions immediately.
- Set coverage volume
- Configure evaluation rules
- Set alert thresholds
- Enable real-time evaluation
Set Up VoC Analysis
Enable voice of customer analysis to track sentiment, identify trends, and understand customer needs. Configure sentiment tracking, feedback categorization, and VoC reporting.
- Enable sentiment analysis
- Configure feedback categories
- Set up VoC dashboards
- Configure VoC alerts
Review and Refine
Review AI evaluations and provide feedback. Oversai's AI learns from your feedback to improve accuracy. Refine quality criteria based on insights and continuously improve your QA program.
- Review AI evaluations
- Provide feedback to AI
- Refine quality criteria
- Monitor and optimize
Best Practices for QA & VoC in Intercom
Start with Clear Criteria
Define clear, measurable quality criteria before starting. This ensures consistent evaluations and helps AI learn your standards faster.
Use AI + Human Review
Combine AI automation with human review. Let AI handle routine evaluations and focus human reviewers on edge cases and strategic improvements.
Monitor Sentiment Trends
Track sentiment trends over time to identify issues early. Use VoC insights to proactively address customer concerns.
Continuously Improve
Regularly review and refine your QA criteria based on insights. Use feedback to improve both quality standards and AI accuracy.
Share Insights with Teams
Share QA and VoC insights with your customer service team. Use data to inform training, coaching, and process improvements.
Set Realistic Goals
Set achievable quality goals and track progress. Use Oversai's analytics to measure improvement and celebrate wins.
Ready to Implement QA & VoC for Intercom?
Get started with Oversai and implement comprehensive QA and VoC analysis for Intercom in minutes.