FGS AI Agent & AI QA – AI-Powered Communication and Quality Assessment Platform

FGS AI Agent

FGS AI Agent, by combining natural language processing (NLP), speech recognition (STT), and speech synthesis (TTS) technologies, it provides customers natural, intelligent and interactive It offers a communication experience.
It supports your call center agents, reduces customer wait times, and lowers operating costs.

Supported Channels

📞 Telephone: IVR and ACD integration
💬 Chat: Webchat, WhatsApp, Telegram
🗣️ Voicebot & Chatbot: Synchronous speech
🔄 CRM and QA integrations

Key Features

1️⃣ Real-Time Conversational AI

With its STT (Speech-to-Text) + NLP layer, it instantly analyzes speech, identifies intent, and generates solutions.

“"Hello, can I get some information about my bill?"”
🧠 → AI Agent understands: Invoice inquiry request
🔁 → It retrieves information from the CRM and responds: “Your last invoice amount is 312.75 TL.”

2️⃣ Omnichannel Support

It integrates all interactions managed via phone, webchat, email, and social media into a single infrastructure.
AI Agent maintains conversational integrity across channels, ensuring a seamless user experience.

3️⃣ Knowledge Base Integration

AI Agent connects to the organization's knowledge base and generates immediate responses.
Moreover learning from human agents (reinforcement learning) His talent constantly improves.

4️⃣ AI QA & Speech Analytics Integration

AI Agent automatically analyzes the conversations:

• Emotion and satisfaction analysis

• Main topic identification

• Agent performance report

5️⃣ Hybrid Support Mode

In simple scenarios, the AI manages the interview; in complex situations, it automatically hands it over to a live agent.
The conversation continues uninterrupted; the customer doesn't have to wait.

Benefits / Value Proposition

Areas of Application

• Call centers (Inbound & Outbound)

• Customer service support lines

• Banking, insurance, cargo and telecommunications services.

• Public information hotline systems

• Self-service customer portals

Technical Specifications

Integration Ecosystem

FGS AI Agent works in full integration with the following FGS AI modules:

🧠 AI QA – Interview quality assessment
📈 Speech Analytics – Speech and emotion analysis
☎️ AI IVR / ACD – Intelligent navigation engine
📊 AI CATI – Automated search management

Reporting and Dashboard

Access live metrics via the admin panel:

• Number of active and completed conversations

• Average resolution time

• Sentiment scores

• AI-agent takeover rate

• Daily performance graphs

KPIs Updated in real time And PDF, Excel, or API It can be exported in this format.

Security and Compliance

• Data processing compliant with KVKK and GDPR.

• Role-based access control

• AES-256 data encryption

• On-premise or cloud deployment option.

• ISO 27001 certified infrastructure

FGS AI QA – Transform Your Quality Assessment Process with AI

FGS AI QA, It automatically listens to, analyzes, and evaluates all customer interactions, whether through calls, chat, or email.
The system learns from the ratings given by human QA specialists and improves consistency.
By evaluating hundreds of interviews in seconds. saving both time and money. provides.

Key Added Values

• Automatic & objective evaluation

• Real-time KPI monitoring

• AI-powered feedback

• Customizable form structure

• Calibration support for the QA team.

Main Features

1️⃣ AI-Powered Automatic Scoring

Each call is analyzed by AI based on parameters such as tone, empathy, procedure, and quality of solution. Rating out of 100 It is done.
The system improves its model based on your QA team's past scores. (machine learning based calibration).

2️⃣ Customizable Evaluation Forms

Create forms specific to a department, campaign, or channel.
Add weights to the criteria, define dynamic question flows.

Examples of KPIs:

• Greeting standard

• Tone of communication

• Resolution time

• Script compatibility

• Customer satisfaction score

3️⃣ Automatic Sampling (Sampling Engine)

It creates a balanced set of evaluation criteria by performing automatic or stratified sampling from all calls.
It operates with random, targeted, or emotion-based selection modes.

4️⃣ Real-Time Calibration Panel

When multiple auditors rate the same interview, the system calculates the variance. Calibration consistency reports.
It provides synchronous analytics using WebSocket infrastructure.

5️⃣ Advanced Reporting and Dashboard

Access KPIs, agent, team, and date-based metrics from a single screen.
It offers detailed analytics such as score trends, error distribution, and low-performing criteria.

Main Benefits

Module Integrations

AI QA works integrated with all of FGS's AI modules:
🔗 Speech Analytics → Interview content & sentiment analysis
🔗 AI CATI → Research call quality measurement
🔗 AI IVR / ACD → Direct call routing tracking
🔗 AI Agent → Human + AI blended quality monitoring
🔗 CRM / HR → Performance and training recommendations

Technical Specifications

Security and Compliance

• Fully compliant with KVKK & GDPR.

• AES-256 data encryption

• Database hosted within Türkiye

• Role-based authorization (Supervisor / QA / Admin)

• Audit log system

Dashboard Views

1. QA Home Page:
   Total number of evaluations, average score, number of active auditors, and pending forms are all available on a single screen.

2. QA Dashboard:
   Score distribution and trend chart views supported by graphs.

3. Reports:
   Dynamic report filters, PDF/Excel export.
   Scheduled report feature enables automatic report generation.

Areas of Application

• Call center quality teams

• Outsource customer service companies

• B2C customer support operations

• Bank, telecommunications, energy, e-commerce support lines.