Last Updated: February 3, 2026Session explains why score-first AI QA fails and how signal-driven Case QA transforms support quality
Mountain View, CA | February 3, 2026 – SearchUnify, a leading Enterprise Agentic AI platform, today announced an upcoming product innovation webinar titled “Case Quality Auditor You Can Trust: Continuous QA Across Every Closed Case.” The session addresses a growing challenge facing modern support organizations: despite widespread adoption of AI-driven Case Quality Auditors, many teams continue to struggle with trust, adoption, and measurable quality improvement.
Over the past year, AI-powered QA solutions have become standard across support platforms, promising full coverage, automation, and reduced manual effort. However, most of these tools focus primarily on scoring outcomes, delivering visibility without actionable insight. As a result, QA programs often fail to influence agent behavior, coaching effectiveness, or customer outcomes.
In this webinar, SearchUnify breaks down why generic, score-first AI QA approaches quietly fail at scale and presents a fundamentally different model for continuous Case Quality Audits. The session introduces a signal-first approach that emphasizes explainable analytics, real-time feedback, and positive path simulation to turn QA into a continuous learning and improvement engine.
The webinar will be hosted by Deepika Lamba, Sr. Project Manager and feature Disha Hari, Senior Product Manager at SearchUnify, who has led the design and development of the AI Case Quality Auditor. Drawing on deep experience across agent enablement, quality frameworks, and applied AI, the session offers a practical view into how modern QA systems should be built and governed.
Attendees will learn how to move beyond static scores and dashboards to uncover meaningful quality patterns, understand which behaviors drive outcomes such as CSAT and escalations, and deliver coaching that agents trust and apply. The session will also highlight how continuous, near real-time feedback enables faster behavior correction and compounding quality improvement.
A live product demonstration will showcase how SearchUnify’s Case Quality Auditor surfaces explainable quality signals, generates context-aware ideal responses for coaching, and provides managers with clarity without operational overhead.
Key topics covered include:
- Why most AI Case Quality Auditors fail to gain long-term trust and adoption
- How explainable analytics create actionable quality signal
- The role of positive path simulation in agent coaching
- How continuous QA enables proactive risk management and better outcomes
The webinar is designed for support leaders, QA managers, and operations teams looking to evolve QA from a compliance exercise into a strategic lever for business impact.
To learn more or register for the webinar, visit here
About SearchUnify
SearchUnify is a leading Enterprise Agentic AI platform that redefines customer support and self-service by unifying enterprise knowledge, enabling contextual intelligence, and powering task-specific AI agents. Built on Cognitive Search, SUVA, Knowbler, Agent Helper, and the Agentic AI Suite, SearchUnify empowers global enterprises to accelerate resolutions, reduce operational costs, and deliver world-class support experiences.
