"ib2: The Platform Testing Human and AI Call Centre Agents to the Same High Standard"

"Just ask Dave send him a text"The AI Voice Bot Podcast, hosted by Dave — a voice tech expert with over 20 years’ experience — explores the future of customer service in an AI-driven world. The focus is on ib2, a new platform built to ensure consistent quality across both human and AI call centre agents.Unlike traditional QA, which samples a small fraction of calls and takes weeks to review, ib2 tests thousands of interactions in hours using the same benchmarks for both agent types. It runs realistic scenarios — including varied accents, background noise, and unscripted changes — and measures accuracy, speed, tone & empathy, compliance, and escalation handling.The system can assess nuanced qualities like empathy in both humans and AI, pinpointing when a bot needs retraining or when a human needs coaching. Insights from ib2 are helping companies allocate tasks strategically, with AI excelling in certain technical issues and humans handling emotionally sensitive situations.The result is augmented customer service — technology enhancing human performance — with every interaction meeting the same high standard, regardless of whether it’s handled by a person or a bot.📣 Get in TouchGot a question about voice bots? Want to collaborate or see how they can work for your business? I’d love to connect.🌐 Website: ai-voice.ai📞 Book a Call: Schedule a 30-min chat🔗 LinkedIn: Dave💬 Text "Just ask Dave"