Automated quality assurance at scale
Continuous QA without manual scoring.
What it does
AI Quality evaluates interactions to flag risk, score performance, and surface coaching opportunities.
- AI and Manually Marked Calls
Displays a complete list of calls marked by AI or manually for a selected day. - Sentiment Score
Breakdown of call quality based on sentiment analysis of marked calls. - Top Agents by QA Score
Ranking of agents with the highest average Quality Assurance (QA) scores. - Top Agents by Sentiment
Ranking of agents with the highest average sentiment scores.
Key Capabilities
Automated scorecards
Score 100% of interactions against custom quality criteria automatically.
Compliance monitoring
Monitor for regulatory language, required disclosures, and policy adherence.
Coaching signals
AI-generated coaching recommendations for individual agents and teams.
Risk detection
Instantly flag compliance violations, customer escalations, and quality failures.
Security
Protect all interaction data with enterprise-grade safeguards, meeting SOC 2, GDPR, HIPAA, and ISO compliance to ensure data is always secure.
Common Use Cases
Call Monitoring
Automatically evaluate 100% of calls instead of random sampling.
Compliance Audits
Track regulatory compliance and generate audit-ready reports.
Agent Development
Identify coaching opportunities and track improvement over time.
Risk Management
Detect and prevent compliance violations before they escalate.
How it Works
Define quality criteria
Build custom scorecards with weighted metrics and compliance rules.
Automatic evaluation
AI analyzes every interaction and scores against your framework.
Insights & coaching
Access dashboards, reports, and coaching recommendations.
What is AI Quality Assurance?
AI quality assurance for the call center — also called automated QA, AI call monitoring, or call scoring AI — automatically evaluates 100% of customer interactions against your quality and compliance scorecards, instead of the 1–3% sample a human QA team can realistically review.
AxisCloud AI Quality scores every call, chat and message, flags compliance risks in real time, and produces coaching insights for every agent — human and AI.
How AxisCloud AI Quality Works
- Define your scorecards. Custom criteria, weightings, regulatory rules and prohibited phrases.
- Score every interaction. AI evaluates 100% of calls, chats and emails — not just a sample.
- Detect risk in real time. Compliance violations, escalations and dissatisfaction trigger immediate alerts.
- Generate coaching. Per-agent and per-team coaching recommendations are produced automatically.
- Audit-ready reporting. Exportable, traceable QA records for regulators and internal audit.
How AI Replaces Manual QA Teams
Manual QA is expensive, inconsistent and statistically meaningless at modern volumes. AI QA changes the economics and the coverage at the same time.
- •Coverage. 100% of interactions reviewed instead of 1–3%.
- •Cost. Replaces or redeploys manual QA headcount onto higher-value work.
- •Consistency. Every interaction is scored against the same criteria, the same way.
- •Compliance. Real-time detection of regulatory issues, not weekly retrospectives.
- •Coaching. Specific, evidence-based feedback for every agent, every week.
AxisCloud AI Quality vs Manual QA
Manual QA teams sample a tiny fraction of interactions, score them subjectively, and deliver feedback days or weeks later. AI QA reviews everything, objectively, in near real time.
- • Manual QA: 1–3% sampling, subjective scoring, slow feedback loop, high labor cost.
- • AxisCloud AI Quality: 100% coverage, consistent scoring, instant alerts, agent-specific coaching.
AxisCloud AI Quality vs Genesys, Five9 and Talkdesk
Genesys Quality Assurance, Five9 QM and Talkdesk QM all offer auto-scoring, but typically as separately licensed modules with limited coverage.
| Capability | AxisCloud | Genesys / Five9 / Talkdesk |
|---|---|---|
| Coverage | 100% of interactions, all channels | Often a sample or limited to voice |
| Pricing | Bundled in the platform | Separate QM SKU per seat |
| Real-time alerts | Native, in-conversation | Often post-call only |
| Coaching | Auto-generated per-agent recommendations | Typically manual coaching workflow |
| Compliance reporting | Audit-ready out of the box | Custom builds and add-ons |
Pros and Cons
Pros
- •100% interaction coverage instead of 1–3% sampling
- •Drastically lower QA labor cost
- •Consistent, objective scoring across agents and teams
- •Real-time compliance and risk detection
- •Auto-generated coaching for every agent
Cons / Considerations
- •Requires well-defined scorecards — garbage in, garbage out
- •Edge cases and tone may still benefit from human spot-checks
- •Recording, retention and consent policies must be in place
- •Cultural change needed: agents must accept AI-driven feedback
Frequently Asked Questions
How accurate is AI auto-scoring?
Typically 90–95%+ aligned with senior human evaluators, improving over time.
Can I keep my existing QA scorecards?
Yes. Existing scorecards can be imported and converted to AI-evaluable rules.
Does it work for voice and digital?
Yes. Voice calls, chat, email and messaging are all evaluated.
Does this replace my QA team?
It replaces the manual sampling work. Most customers redeploy QA staff to coaching, calibration and edge-case review.
How is this different from Genesys QM?
AxisCloud delivers 100% coverage, real-time alerts and auto-coaching as part of the platform — not a separately licensed QM SKU.
Is it audit-ready for regulators?
Yes. Every interaction, every score, every flag is logged, traceable and exportable.
Explore the AxisCloud platform
AxisCloud is a unified AI contact center platform — a modern alternative to Genesys, Five9 and Talkdesk. Explore related modules:
Frequently Asked Questions
Our AI achieves 95%+ accuracy compared to human evaluators, with continuous learning improving results over time.