Intelligent Case QA with Always-On Accuracy
Designed to integrate seamlessly within your support ecosystem, the AI Case Quality Agent audits every closed case against 17+ KPIs, delivers a unified Case Quality Score, flags at-risk accounts, and provides a holistic view of service quality.
Automated Case Auditing
Sentiment Score Analysis
Compliance Adherence Check
Resolution Accuracy Audit
Response Quality Review
Issue Comprehension Score
Documentation Quality Score
End-to-End SLA Monitoring
Efficiency Score Evaluation
Engagement Quality Metrics
Predict CSAT Accurately
Churn Risk Detection
Automated QA, Purpose-Built for Support Excellence
01
Eliminate QA Blind Spots
Audits 100% of closed cases to uncover inefficiencies, enabling data-backed improvements in support operations.
02
Boost Agent Performance
Delivers targeted coaching based on real conversations and trends, shortening ramp-up and boosting agent impact.
03
Ensure Consistent Support Quality
Applies a unified scoring model to drive consistent agent performance across teams, locations, and shifts.
04
Increase Support Efficiency
Reduces manual audits and scale effortlessly, ensuring time and effort savings across your support teams.
05
Enhance CSAT and Customer Loyalty
Uses AI and behavioral signals to predict satisfaction and trigger timely interventions that improve retention.
06
Elevate Customer experience
Provides actionable feedback to support agents from AI case audits, improving support quality and enhancing customer experience.
07
Reduce Escalations and Churn
Detects early indicators of support breakdowns, empowering teams to act before issues escalate or accounts are lost.
08
Human-Governed Accuracy
Ensures human control over AI agent automated audits, allowing QA managers to retain final authority by governing reviews, refining, and approving every outcome.
09
Strengthen Compliance & SLAs
Identifies risks and SLA breaches, reducing compliance and contractual risks while ensuring adherence.
10
Enable Data-Backed Decisions
Surfaces QA insights that inform process improvements, training strategies, and alignment with business objectives.
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Frequently Asked Questions
An AI Case Quality Agent automatically analyzes support interactions to assess the quality of closed cases. Unlike manual reviews, it offers consistent and unbiased insights, helping teams catch issues faster, maintain high service standards, and reduce human error.
It uses AI models to evaluate key case elements such as tone, resolution accuracy, completeness, and compliance based on predefined parameters. The AI agent identifies gaps and trends across cases, enabling teams to proactively improve support quality.
The AI agent automates case reviews, eliminating the need for time-consuming manual audits. It continuously monitors cases, flags issues instantly, and delivers actionable insights, freeing up QA teams to focus on strategic improvements instead of routine checks.
Yes, it integrates smoothly with support stacks like Salesforce, Zendesk, and ServiceNow. It works within your existing systems, ensuring minimal disruption while enhancing your QA processes and agent performance.
By surfacing case-level insights, it highlights areas where agents excel or need improvement. Support managers can use this data to personalize coaching, design targeted training, and recognize top performers, driving continuous skill development.
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