Mystery Shops Graded by People…Not AI

First and foremost, SkilCheck has in-house evaluators—real people who have listened to, graded, and given feedback on thousands of telephone mystery shop calls and in-person mystery shops.

We Understand Human Engagement

What we have learned over the years is that AI simply cannot pick up on the nuances of tone of voice, employee empathy, and rapport between manager and client. It doesn’t capture kindness or the pauses that indicate you’re truly listening to someone. For instance, AI can’t convey empathy or sympathy if someone says they’re sorry to hear about your mom’s passing. It identifies literal words and asks if that information was mentioned, like an address or a request. AI can recognize obvious details but misses the subtleties of human engagement.

Yes, We Do Occasionally Use AI to Transcribe an Audio File

SkilCheck occasionally needs to transcribe an audio file from a mystery shopper for various reasons. But it is important to note that sometimes translations, whether typed or spoken, don’t capture exactly what was said. The translation may not accurately convey the tone of voice, or the names mentioned, leading to confusion. Additionally, nuances such as sarcasm can easily be missed, making communication a bit messy.

Consistency is Crucial

Having human evaluators grade, score, and proof our mystery shops brings a personal touch to the process. Consistency is crucial, and while AI will grade based on its programming, human evaluators can provide consistent judgments and better interpret emotions like tone of voice—something AI currently struggles to do.

The question arises: How can AI understand subjectivity? For instance, how can it convey a friendly tone? Subjectivity relates to our feelings, so it’s unclear how AI can effectively grasp these subjective skills.

Even something as simple as saying a bland “thank you for calling” versus an enthusiastic “Oh!  Well, thank you so much for calling!” can set a different tone. The tone of voice is huge; enthusiasm and other subtle cues are essential, especially when communicating with real people.

We Are Human…Ergo Not Foolproof

We utilize our in-house evaluators, but it’s essential to acknowledge that they aren’t foolproof. We sometimes make mistakes or overlook specific details, but we always address any issues if something seems incorrect. If someone points out that a score doesn’t seem right or that we’ve missed a few points, we’re open to reevaluating.

Judgment is Crucial

For instance, understanding when someone is sarcastic versus sincere can be challenging. Computers cannot accurately interpret sarcasm, though that may change in the future.

English as a Second Language

Human interaction plays a significant role, particularly when dealing with individuals who may not speak fluent English. A real person can recognize when someone struggles with the language and adjusts their responses accordingly.

There Are People Behind Your SkilCheck Results

While we recognize the value of AI and use it to help summarize our human-graded work, that’s where its role ends. Our staff personally reviews and listens to every mystery shop report that comes through our company. We have the final say on the completed product, not AI.