This week’s Tips & Tricks session was led by Reece Lincoln (Chief AI Officer) and Margo Kim (AI Engineer). They introduced the updated Sym Accuracy Score and walked through how it improves fairness, precision, and coaching insights. Additionally, they compared the old system with the new one, explained major enhancements, and provided practical examples. This new Sym Accuracy Score update will benefit both agents and trainers.
In this session, we covered:
- How the new scoring looks at the entire conversation for context.
- Performance is now broken down into context, intent, and similarity, providing deeper insights.
- The dimensional breakdown allows trainers to pinpoint improvement areas.
- Sym Accuracy Score gives trainers clearer, more reliable performance indicators.
- Agents performing well with alternative but valid responses are recognized.
Want to know more about these updates? Reach our to your Customer SUcces Manager.
