QA for customer interactions where getting it wrong matters.
Monitor AI and human agents for service quality, policy adherence and customer-impacting failures — across every interaction and provider.
smart_toy AI Agent
person Human Agent
headset_mic BPO Provider
smart_toy AI Agent
Risk doesn’t only exist in the conversations you sample.
Traditional QA reviews only a fraction of customer interactions. Important complaints, disputes, process failures or poor customer outcomes can remain unseen in the rest.
Evaluate everything automatically. Focus human attention on the interactions that need review.
Sampled QA
200
Reviewed
9,800 unseen
of 10,000 interactions
TrueDesk
10,000
Evaluated
37 high-priority issues
of 428 exceptions surfaced
Monitor what matters to your business.
Turn your QA scorecards, policies and required processes into evaluation criteria that can be applied consistently across customer interactions.
check_box Complaint handling
Was a customer complaint recognized and handled according to the required process?
check_box Dispute recognition
Did the agent recognize when the customer was raising a dispute or challenging a transaction?
check_box Required disclosures
Were required statements or disclosures provided at the appropriate point in the interaction?
check_box Escalation
Was the interaction escalated when human or specialist intervention was required?
You define the standard. TrueDesk applies it consistently.
When AI scales customer service, QA has to scale with it.
AI agents can handle thousands of customer interactions quickly. A recurring process or escalation failure can therefore affect many customers before sampled QA reveals the pattern.
A failure repeated by an AI agent can become a pattern at scale. TrueDesk helps surface it before sampled QA would.
TrueDesk Evaluation
Every finding comes with evidence
Every automated evaluation can be traced back to the interaction, reviewed by your team and corrected when necessary.
Evaluation
Required process followed — Fail
Evidence
"...schedule a payment for a later date..."
Human Review
check_circle Reviewed by QA
See what your QA process is missing.
Evaluate customer interactions across AI agents, internal teams and service providers using your own quality standards.
Book a DemoBring an existing QA scorecard and sample conversations to see how TrueDesk evaluates them.