The main selling point of AI automated QA programs is their claim to measure 100% of agent recordings. This is sold as unquestionably superior to what is implied are old-fashioned call center QA programs that score only a few calls per agent per month. And while this provides the perfect marketing messaging (who could argue against 100% scoring?), the premise is entirely wrong. The amount of scoring is the least relevant and least impactful component of QA and training. Whi