AUTO QA

Automatically assess 100% of customer interactions with confidence

Auto QA analyzes all customer-agent touchpoints to elevate your agent performance and coaching. Leverage AI, advanced rule definitions, and best-in-class calibration along with metadata and contextual information to auto-complete QA evaluations with proven evidence that your QA teams can rely on.

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Proven impact across 350+ enterprises

23%

reduction in AHT

10%

uplift in conversions

13%

increase in revenue

97%

improvement in compliance monitoring

Read our customer stories

Experience the impact across your contact center

Drive More Sales

Quickly identify your top-performing agents' winning sales behaviors and replicate them across your organization.

Auto QA for sales

Reduce Compliance Risk

Automatically monitor 100% of interactions to proactively flag and resolve non-compliance issues.

Auto QA for compliance

Improve Customer Experience

Deliver personalized agent coaching and informed improvements at scale based on clear evidence and trends.

Auto QA for customer service

Increase Operational Efficiency

Leverage evidence-based auto-completion of evaluations to speed up review and focus on driving impact with holistic performance insights without growing headcount.

Auto QA for operations

AUTO QA

Accelerate your path to 90% automation with trusted AI

Advanced rule builder

Turn complex business needs into automation rules with a simple drag-and-drop interface. Easily define key moments in conversations using keywords, phrases, and advanced logic to pinpoint the right insights to enhance the accuracy, precision, and reliability of your QA process. Scale your automation with clear evidence and thoughtful iteration, not on hunches.

Evaluations

Accurately automate 100% of QA evaluations with AI-powered scoring that’s objective, consistent, and free of bias. Build trust and credibility in your QA automation with features like agent acknowledgement and dispute options for supervisor feedback. Evaluate agent behaviors and performance using real customer interactions and clear, evidence-based context, instead of relying on random samples and manual spot-checks.

Calibration

Leverage our best-in-class calibration to keep your QA automations accurate, consistent, and reliable at every stage. Scale your coverage with auto-suggest, auto-fill, and auto-submit—freeing your QA evaluators to focus on more nuanced and complex tasks with each step.

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POST-INTERACTION AI ECOSYSTEM

Maximize post-interaction impact

Agent Performance & Coaching

Deliver effective, personalized coaching and performance tracking to drive agent success and retention.

Discover agent performance and coaching

Screen Recording

Get the complete picture of an interaction with full visibility into the agent’s desktop.

Discover screen recording

Accelerate complex, manual QA

Surface key moments in conversations so you can focus on relevant information to complete your evaluations five times faster.

Discover Manual QA

What They Say

Proven technology trusted by 350+ customers

Auto QA helps us stay nimble, take action, and measure results by giving us 100% visibility into our customer-agent interactions. With actionable insights from Auto QA we can now make targeted and immediate performance improvements."

Marlon Pacheco

Director of Training and Quality

Nations Info Corp

The depth of insights we’re now receiving from Observe.AI is invaluable. Through comprehensive assessment, we’re able to provide precise coaching to enhance performance.”

Matthew Fishbein

Director of Client Operations

Cox Automotive

Observe.AI’s Conversation Intelligence Platform has become invaluable not only for understanding customer interactions, but also for gaining marketing and product insights.”

Ryan Moore

VP, Customer Operations

DailyPay

By using Observe.AI, we can identify and validate calls and have a more targeted pool for evaluation.”

Jon Reynel Lumongsod

Global Head of Speech Analytics

ServiceFirst

Our partnership with Observe.AI strengthens our ability to operate efficiently and positions us for success in navigating the complexities of the healthcare industry.”

Mitch Mann

Vice President for Member Services

MaxorPlus

Observe.AI’s LLM empowers us to engage members with precise data about their care while enabling empathetic and personalized experiences.”

Ardie Sameti

Sr. Director AI & Automation

Accolade

Observe.AI helped guide us to make significant changes, including automating our QA process using Auto QA.”

Emmanuel Noyola

Director of Patient Services

Affordable Care

Observe.AI has become a part of every facet of our business. Whenever somebody wants to know what our customers are talking about, I’m able to look it up.”

Ken Fausel

Director of Customer Service

Auto QA has brought my team a new level of confidence. Before, we made decisions based on hunches. Today, we make decisions based on statistically significant conversation data.“

Marlon Pacheco

Director of Training & QA

Historically, JK Moving only grew at 10% YoY. But in two years, after implementing Observe.AI, we hit an overall growth rate of 74%!"

Ken Cohen

SVP Business Development

JK Moving Services

Resources

Let’s dive deeper

Insights

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How DailyPay Streamlined QA Operations and Saved Over $2 Million

For many workers, waiting for payday can create unnecessary financial stress. DailyPay addresses this by partnering with companies to give their employees instant access to earned wages, eliminating the wait for payday. With more than 1,200 clients, DailyPay helps millions of employees take control of their finances and offers flexibility when it’s needed most.

Achieving Operational Excellence and Enhanced Customer Satisfaction with DailyPay and Observe.AI

Cox Automotive Streamlines Contact Center Operations, Boosting Efficiency and Performance

4 Winning Strategies for GenAI-Powered Conversation Intelligence Implementation in Contact Centers