Independent QA for every customer interaction
TrueDesk provides independent Quality Assurance (QA) for AI and human agents against the same standards — across every channel and provider, surfaces failures and risks, and gives your team an independent view of service quality.
Performance Overview
Quality assurance scores across all operational units.
AI Agent
Human Team
External Provider
Your customer service changed.
Your QA didn’t.
Human teams
Sampled QA
AI agents
Vendor-reported metrics
External providers
Separate QA
TrueDesk Quality Layer
Centralized standard for all interactions
One standard. Every agent. Every interaction.
TrueDesk applies your quality framework consistently across AI agents, internal teams and external providers.
Define quality once. Measure it everywhere.
Create the quality framework that matters to your business, apply it automatically to every interaction, and keep human reviewers in control.
1. Define what good looks like
Build comprehensive quality scorecards using intuitive evaluation criteria tailored to your specific policies and standards.
12,480 conversations / 12,480 evaluated
2. Evaluate every interaction
Automatically score 100% of conversations across all your operational units, giving you a complete and unbiased view of performance.
3. Keep humans in control
Review automated evaluations with clear evidence cited from the conversation transcript. Easily edit or correct scores as needed.
"I need help updating my billing address on file."
"I can certainly help you update your billing information..."
Automated Result
check_circle Policy Followed
Quality Trend
Last 30 DaysTop Quality Issues
- Incorrect escalation184
- Incomplete resolution127
- Policy adherence63
4. Turn QA into answers
Spot quality shifts, uncover recurring failure patterns, and understand what’s driving changes across your customer operations.
Built for AI. Works for humans too.
AI agents create new quality risks that operational metrics alone can't reveal. TrueDesk evaluates what actually happened in every customer interaction — using the same standards you apply across your service operation.
Did it actually resolve the issue?
Resolution quality
Did it follow your rules?
Policy adherence
Did it know when to hand off?
Escalation quality
What’s failing at scale?
Failure patterns
Customer interaction
TrueDesk evaluation panel
Independent by design.
Your contact center, AI providers and service partners all measure performance differently. TrueDesk gives you an independent quality layer across all of them.
AI Vendor Metrics
Contact Center Metrics
TrueDesk Independent Evaluation
“We don’t run your contact center, employ your agents or operate your AI. We independently measure the quality of the customer experience across all of them.”
Vendor-neutral
Evaluate customer interactions independently of the AI agent, contact-center platform or service provider handling them.
One standard
Apply the same quality framework across AI agents, internal teams and external providers.
Your definitions
Your business defines what good customer service means through its own evaluation criteria, scorecards and policies.
Auditable
Review individual evaluations, inspect the conversation evidence and correct automated judgments when necessary.
Built for complex customer operations.
Financial Services
Monitor AI and human customer interactions for quality, policy adherence and customer risk in highly regulated environments.
Explore Financial Services arrow_forward support_agentBPO & Contact Center Providers
Automate QA across clients, teams and AI agents while applying each client’s own quality standards accurately and at scale.
Explore BPO & Contact Center Providers arrow_forwardKnow how every customer interaction is actually performing.
Get one independent view of quality across AI agents, human teams and service providers.
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