Scorebuddy: Difference between revisions
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{{Infobox company | {{Infobox company | ||
|name=Scorebuddy | |name=Scorebuddy | ||
| | |logo=File:Scorebuddy.jpg | ||
|address=151 - 156, The Masonry, Thomas St, The Liberties, Dublin, D08 PY5E, Ireland | |address=151 - 156, The Masonry, Thomas St, The Liberties, Dublin, D08 PY5E, Ireland | ||
|telephone=+35314100729 | |telephone=+35314100729 | ||
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|peopleAdvanced=No | |peopleAdvanced=No | ||
|industry=Software | |industry=Software | ||
|founded=2012 | |founded=2012 | ||
|otherAdvanced=No | |otherAdvanced=No | ||
|finAdvanced=No | |finAdvanced=No | ||
|nameAdvanced=No | |nameAdvanced=No | ||
|website=https://www.scorebuddyqa.com/ | |website=https://www.scorebuddyqa.com/ | ||
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Scorebuddy is a cloud-based quality assurance (QA) platform for contact centres, designed to help organisations evaluate, improve, and optimise customer service performance. The platform uses embedded artificial intelligence (AI) to automate evaluation workflows, drive agent engagement, and generate actionable insights from customer interactions.<ref>https://www.linkedin.com/company/scorebuddy/about/</ref> | Scorebuddy is a cloud-based quality assurance (QA) platform for contact centres, designed to help organisations evaluate, improve, and optimise customer service performance. The platform uses embedded artificial intelligence (AI) to automate evaluation workflows, drive agent engagement, and generate actionable insights from customer interactions.<ref>https://www.linkedin.com/company/scorebuddy/about/</ref> | ||
Latest revision as of 18:00, 25 November 2025
Scorebuddy is a cloud-based quality assurance (QA) platform for contact centres, designed to help organisations evaluate, improve, and optimise customer service performance. The platform uses embedded artificial intelligence (AI) to automate evaluation workflows, drive agent engagement, and generate actionable insights from customer interactions.[1]
History
Scorebuddy is headquartered in Dublin, Ireland.[2] The company’s origins trace back to its parent company Sentient (founded in 2001), with Scorebuddy formally launched in 2012.In November 2024, the company received a €5 million investment from the Foresight Group to further accelerate its AI development and growth.In 2025, Scorebuddy announced a new feature called AI Knowledge, which brings retrieval-augmented generation (RAG) capabilities to its QA platform.[3]
Product and Features
AI Auto Scoring and 100% QA Coverage
Scorebuddy enables organisations to automatically score up to 100% of customer interactions—including calls, chat, email—without scaling QA headcount.Their AI Auto Scoring solution claims 90 %+ accuracy compared to manual evaluators.
Automated QA Workflows
The platform supports configurable workflows to assign evaluators, automate review lists, and integrate both AI and human-in-the-loop evaluation.It also integrates with CX-Moments (a text analytics tool), enabling "QA Assist": QA rules defined in CX Moments can automatically annotate interaction transcripts in Scorebuddy and pre-populate scorecard fields. [4]
Coaching
Scorebuddy includes a built-in coaching module designed to close the feedback loop between QA and agent development. Managers can create coaching sessions based on real customer interactions, assign learning materials, and use standardized coaching frameworks like GROW, OSKAR, and CLEAR.
Business Intelligence (BI) & Reporting
Its embedded business intelligence tools allow users to build custom dashboards, generate multi-dimensional reports, and share insights with stakeholders.The BI module is designed to make QA data more accessible, turning raw QA output into meaningful metrics (e.g., linking QA to CSAT, NPS, revenue) and surfacing root causes with sentiment analysis.
Security and Compliance
Scorebuddy holds ISO 27001 certification via a UKAS-accredited vendor, ensuring enterprise-grade security and data privacy.
AI Knowledge (RAG)
The newer AI Knowledge feature leverages retrieval-augmented generation so that the AI scoring is grounded in an organisation’s own knowledge base (e.g., policy documents, internal policies). This enables more accurate and context-aware evaluations, especially in compliance-heavy or technically complex QA use cases.
Use Cases and Industries
Scorebuddy markets its solution across a variety of sectors, including: financial services, retail, healthcare, energy and utilities, gaming and betting, and BPO operations.Its flexibility allows enterprises to tailor scorecards, workflows, and coaching to fit specific business units and regulatory demands.
Customers & Scale
According to Scorebuddy, their platform is in use by over 300 contact centres worldwide and supports more than 50,000 agents.A publicly disclosed case study with Permanent TSB (a bank) shows Scorebuddy being used to centralise QA across both contact-centre and back-office operations, standardize scorecards, and provide a unified “version of the truth” for quality assessments. [5]
Strategic Developments
- In 2020, Scorebuddy acquired CX Moments, a text analytics company, to strengthen its capabilities in conversational analytics[6]
- In 2024, the company launched its GenAI Auto Scoring solution, which it claims reduces QA costs, increases coverage, and provides faster insights.[7]
- In 2025, the AI Knowledge / RAG feature was introduced, offering more context-aware AI evaluations.
References
- ↑ https://www.linkedin.com/company/scorebuddy/about/
- ↑ https://builtindublin.ie/company/scorebuddy
- ↑ https://www.todayinbanking.com/article/858316346-scorebuddy-brings-rag-to-qa-with-launch-of-ai-knowledge
- ↑ https://intercom.help/scorebuddy-b32c18522ac7/en/articles/9610927-qa-assist-overview
- ↑ https://info.scorebuddyqa.com/hubfs/Permanent%20TSB%20Group_V6%20%281%29.pdf
- ↑ https://f.hubspotusercontent10.net/hubfs/2854569/CXM%20acquisition%20announcement%20campaign/announcement%20with%20video%20scorebuddy-acquires-cxmoments%20%28005%29.pdf
- ↑ https://www.callcentrehelper.com/scorebuddy-launch-genai-242511.htm