Running your support isn't only about answering enquiries. It's about answering them well, consistently, as volume grows. Quality assurance is how we hold that standard.
What We Review
We sample conversations across the whole operation, not just one side of it.
Layer | What we check |
The AI agent | Whether answers are accurate, on-brand, and drawn from current help content, and whether the right conversations are being resolved rather than escalated. |
The human layer | Whether escalated conversations are handled correctly, in your tone, and in line with your policies. |
The handoff | Whether conversations escalate at the right point, with full context carried across. |
How The Review Works
We check conversations against a standard we set with you: accuracy, tone, policy, and resolution. Where something falls short, we correct it and feed it back, retraining the AI agent or coaching the support team so the same gap doesn't recur.
What It Improves Overtime
Quality review compounds. Each cycle sharpens the AI agent's answers, tightens escalation thresholds, and lifts the human layer's consistency. The result is a higher resolution rate, fewer conversations needing a person, and a steadier experience for your customers as you scale.
What You See
You get visibility into how quality is tracking through your reporting: resolution rates, CSAT, and response times, with your account lead flagging anything that needs your input.
š¬ Questions about how we hold quality?
Our team responds to every message within 24 hours. Start a conversation and your account lead will take you through it.