The Content Quality Score evaluates how your knowledge base supports AI conversations. It provides a real-time numerical score and actionable insights to help you identify content gaps, optimize responses, and improve the candidate experience.

Product dependencies

Requires: CMS

Use cases

• Predict Performance: Get a clear, data-driven score that predicts the potential effectiveness of your candidate Q&A content.
• Actionable Feedback: Easily identify and fix low-performing or missing questions and answers (Intents).
• Contextual AI Advantage (Select Clients): Clients with Contextual AI enabled will receive AI-generated suggestions for improved responses, drastically streamlining content updates.

Configuration

By default, Content Quality Score is enabled. If it is not visible it the CMS, it may not be enabled. 

Please contact your CS Representative to enable this feature.

Enable Content quality score with Contextual AI 

For clients with Contextual AI, a Company/Account Admin must take an additional step to unlock the full AI-powered functionality with content quality score:

1. In the upper-left corner, select All Apps, and then select Settings.
2. Under the Company section, select Company Information. 
3. In the Contextual AI section, enable Suggest Generated Responses (Content Quality Score).
   
4. Review the Use of Generative AI warning modal terms, and then select either Confirm or Cancel.
   

Navigation

Navigate to CMS by first clicking the All Apps button in the top left corner of the header and then CMS in its drop-down menu. When the CMS page opens, select Candidate Q&A to view your Content Quality Score.

Calculation of content quality score

The Content Quality Score ranges from 0% to 95% and evaluates your top intents based on three factors: Relevancy, Helpfulness, and Clarity. Scores recalculate in real time whenever you publish intent edits in the CMS or confirm updates in the Improve Score drawer.

Scores are calculated using one of two models based on account activity:

• Mature Account Scoring: Evaluates actual candidate interaction history once an account triggers at least 18 intents.
• Day-One Scoring (New & Low-Usage Accounts): Evaluates configured intents against a global benchmark list of top-performing intents. Requires at least 5 matching intents to generate a score.

Understanding your score

Your score is benchmarked against a set standard to give you context on your content quality. Our goal is to encourage you to continuously improve and aim for the highest content quality.

Improving your score without Contextual AI

When your score is not in the Above Average range, or if the system detects intent that need attention, Improve Score displays in the Content Quality Score section. Selecting this button opens a dedicated drawer to guide you through making critical improvements.

Follow the steps below to improve your content quality score:

1. Select Improve Score button to view the number of intents that are contributing negatively to your score.
2. Select Manage Responses to view the flagged responses. You can also select Save For Later to return to the CMS, which saves any pending drafts.
   
3. For each flagged intent, you can select from the following options:
   • Keep Current Response: This keeps the current response. Please note that this response was flagged as insufficient, contributing to a lower content quality score.
     
   • Write a New Response: You can write a new, improved response to replace the current response.  
     
4. Once you select an option, select Confirm. This saves the response and moves you to the next intent.
   
5. If needed, select Download Flagged Responses to download the flagged responses in a CSV format for external review.
6. Once finished, view the You did it! confetti, and select Publish All to publish all of your confirmed edits.
   
7. Select Done to return to the CMS.

Once your edits have been published, your content quality score is immediately reevaluated. You can view the new score once it is finished processing, along with a timestamp that states the last time the content quality score was updated.

Improving your score with Contextual AI

If you have Contextual AI enabled, the process of reviewing Intents is similar, but you can utilize AI-generated alternative responses instead of manually writing new responses, significantly reducing the time and effort required.

Follow the steps below to improve your content quality score with AI assistance:

1. Select Improve Score to view the number of intents that are contributing negatively to your score.
2. Select Manage Responses to view the flagged responses. You can also select Save For Later to return to the CMS, which saves any pending drafts.
   
3. You can select from the following options:
   • Keep Current Response: When selected, this option keeps the current intent. Please note that this response was flagged as insufficient, contributing to the content quality score. Additionally, you can view a warning message on why the intent was flagged by the system.
     
   • Use This Or Write Your Own: When selected, the AI-generated response displays immediately. You can either keep the AI-generated response as it is, or edit it as needed to replace the current response.  
     
      
4. Once you select an option, select Confirm. This moves you to the next intent. If needed, you can select the different intents in the left-hand navigation to review them.
   

5. Resolve All (Contextual AI Only): You also have the option of selecting specific or all responses by using the checkboxes next to each Intent on the left-hand navigation. When you select the desired responses, you can select Resolve All to immediately apply the AI-generated responses to multiple selected Intents at once.
6. If needed, select Download Flagged Responses to download the flagged responses in a CSV format for external review.
7. Once finished, view the You did it! confetti, and select Publish All to publish all of your confirmed edits.
   
8. Select Done to return to the CMS.

Once your edits have been published, your content quality score is immediately reevaluated. You can view the new score once it is finished processing, along with a timestamp that states the last time the content quality score was updated.

Permissions

FAQs