In Oversai, AI Processes allow you to organize evaluation questions into sections and assign a custom weight to each section based on its importance.
This helps teams prioritize the behaviors and quality criteria that matter most in their operation 🎯
How the Calculation Works
Each AI Process is divided into:
Sections (for example: Communication, Compliance, Resolution Quality)
Questions inside each section
A weight percentage assigned to each section
All questions inside the same section have equal value within that section.
The system calculates:
The score achieved inside the section
The percentage achieved within that section
The weighted contribution of that section to the final score
Finally, all weighted section scores are added together to generate the final AI Process score.
How Question Scoring Works 📝
Each question inside an AI Process can receive one of the following values:
Score | Meaning |
|---|---|
1 | Positive / Passed ✅ |
0 | Negative / Failed ❌ |
-1 | N/A / Not Applicable ➖ |
Important Notes
Questions marked as -1 (N/A) are excluded from the calculation.
Questions scored as 1 count as successful answers.
Questions scored as 0 count as failed answers.
This structure helps ensure that only relevant questions impact the final evaluation score.
🧮 Example
Imagine your AI Process has the following section:
Section | Weight | Questions |
|---|---|---|
Communication | 25% | 4 Questions |
The results for the 4 questions are:
Question | Score |
|---|---|
Question 1 | 1 |
Question 2 | 1 |
Question 3 | 0 |
Question 4 | -1 (N/A) |
Step 1 — Remove N/A Questions
Questions marked as -1 (N/A) are excluded from the calculation.
So in this example:
Total applicable questions = 3
Positive answers = 2
Step 2 — Calculate the Section Score
2÷3=66.7%
The section achieved a score of 66.7%.
Step 3 — Apply the Section Weight
This section represents 25% of the final AI Process score.
66.7% × 25% = 16.7%
Final Contribution of This Section: 16.7% ✅
Why Section Weighting Matters
Section weighting allows QA and CX leaders to:
Prioritize critical behaviors
Give more importance to compliance or resolution quality
Reduce the impact of less critical criteria
Align AI scoring with business priorities
For example:
A financial services company may give Compliance a 50% weight.
A luxury support team may prioritize Empathy and Communication.
A technical support team may prioritize Resolution Accuracy.
Need Help?
If you need help designing your AI Process scorecard or section weighting strategy, contact the Oversai Support Team and we’ll be happy to help 😊