Getting Started with AI Process

What is an AI Process?
The AI Process in Oversai is where you can build automated scorecards to streamline and scale your Quality Assurance (QA) efforts. Instead of manually scoring interactions, Oversai’s AI will evaluate and score conversations based on the sections, questions, and prompts you create—saving you time and increasing consistency.

Step-by-Step: How to Create an AI Process

1. Navigate to “AI Process”

Go to the Logic section in the left-hand menu and click on AI Process. Click on the “Create new AI Process” button at the top right of the screen.

2. Set Up the Basics

Give your process a name and select the filters that define which interactions should be analyzed.

🔍 Why Filters Matter

Filters help narrow down the interactions that are relevant to your process. For example, you may want to evaluate only closed tickets with high priority.
These filters should be created in the Filters section of the platform before you build your AI Process.
👉 Need help? Check out our Filter Creation Guide.

3. Add Sections and Questions

Click “Add section” to start building your scorecard, and then “Add question” within each section.

🔍 Choosing the Question Type Based on Criticality

When setting up your QA forms, you can choose from three types of questions, depending on how critical the behavior is to your process:

• Default:
  If the agent makes a mistake, only this specific question will be penalized.

• Fail Section:
  A failure here will result in zero points for the entire section of the evaluation.

• Fail All:
  This is used for critical errors. If the agent fails this question, the entire evaluation will receive a score of 0.

✍️ Writing Great Prompts

Think of the AI as a smart teammate—clear instructions are key!

• Use one clear question per prompt

• Avoid combining multiple questions into one, as this can confuse the AI
  👉 Check out our Best Practices for Prompt Writing for expert tips.

📊 Score Weighting

Make sure the sum of all your sections adds up to 100%, as this defines how each part contributes to the final QA score.

4. Use the AI Process Playground

Now for the fun part: calibrating your AI!

In the AI Process Playground, you can test and refine your prompts before launching at scale. Here’s how:

• Select your integration, AI Process, and the Interaction ID you want to test

• Choose the language in which you'd like to receive the AI’s responses

• Click Validate to let the AI evaluate the interaction

The platform will return the original conversation, along with the AI-generated QA scores. Use this space to review whether the results match your expectations.

✅ Ready to Launch?

Once you're happy with your test results, contact your Account Manager to activate automated daily evaluations.

Sit back and enjoy automated, accurate QA scores in your reports—powered by Oversai's AI 🎉

📊 Accessing Reports

To view AI Process reports:

1. Go to the left-hand menu

2. Click Analytics → Reports

3. Select AI Process

There, you'll find detailed reports with your AI Processes/ QA scores, helping you track trends, identify improvement opportunities, and take action faster.