How is this different from sampling calls by hand?

Scoring runs across conversations automatically instead of on the handful a supervisor has time to listen to. That changes what you can see — trends per agent and per intent, rather than an impression formed from ten calls.

Can we use our own scorecard?

Yes. The rubric is yours: the criteria, the weights, and what counts as a fail. A generic scorecard tends to measure things your business does not actually care about.

What do we do with the scores?

The useful output is not the number, it is the list — which agents need coaching this week and on what. Risky conversations can be flagged for a human reviewer rather than waiting for a monthly audit.

Intelligent QA

Multi-channel Multi-dimensional Quality Inspection, Driving Service Improvement

Intelligent analysis + real-time feedback, enhancing every customer experience. Exclusive tool for cross-border e-commerce to control service quality

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3 automated · 1 human review

Core Features

Call Quality Inspection

Fully automated quality inspection for effective calls, automatic voice-to-text, multi-dimensional inspection, customizable dimensions

Email Quality Inspection

Multi-dimensional quality inspection for agent emails, customizable dimensions

Chat Quality Inspection

Fully automated quality inspection for effective chats, multi-dimensional inspection, customizable dimensions (coming soon)

Multi-dimensional Statistical Reports

Multi-dimensional statistical analysis of quality inspection results, identifying service issues for continuous improvement

Quality Assurance Improvement

Detection Accuracy 98%: QA accuracy reaches 98%
Efficiency Improvement 80%: 80% improvement in QA efficiency
Service Quality 35%: 35% improvement in overall service quality

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faq

Questions buyers ask before they sign

How is this different from sampling calls by hand?: Scoring runs across conversations automatically instead of on the handful a supervisor has time to listen to. That changes what you can see — trends per agent and per intent, rather than an impression formed from ten calls.
Can we use our own scorecard?: Yes. The rubric is yours: the criteria, the weights, and what counts as a fail. A generic scorecard tends to measure things your business does not actually care about.
What do we do with the scores?: The useful output is not the number, it is the list — which agents need coaching this week and on what. Risky conversations can be flagged for a human reviewer rather than waiting for a monthly audit.