Know how every human and AI agent performs, automatically
Quality signals are hiding in your interaction data
QA managers review as few as two conversations per agent each week. Real patterns go unnoticed for weeks, and by the time a problem is obvious, you’re hearing about it from a customer who’s already become a churn risk.
How AI QA works
AI QA is Kustomer’s automated quality control engine. It scores every AI agent conversation and every human rep conversation against a scorecard you define, automatically, with the reasoning behind every score shown right alongside it.
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Evaluate your AI agents’ own behavior
AI QA scores whether your AI agent followed procedure, resolved the issue, and handed off correctly, against criteria you define in plain language. When an agent drifts off script, or a workflow keeps producing the same failure, AI QA surfaces the pattern across conversations so you can fix it promptly.
Coach human reps on how they’re actually performing
The same engine runs against every closed conversation your human reps handle, returning a score and a plain-language reason for every criterion. Coaching gets fairer because it’s based on the full picture, and sharper because it’s targeted at what actually needs work.
Stay in control of how AI evaluates your team
You control the scorecard, in plain language, no scorecard-building tool or code required. Correct a score by hand and it stays corrected. Whenever you want to know why AI QA landed on a particular result, the observability view shows its reasoning for that exact conversation.
Evaluate your AI agents’ own behavior
AI QA scores whether your AI agent followed procedure, resolved the issue, and handed off correctly, against criteria you define in plain language. When an agent drifts off script, or a workflow keeps producing the same failure, AI QA surfaces the pattern across conversations so you can fix it promptly.
What AI QA delivers
Weighted, plain-language scorecards
Define what "good" looks like without a rubric-building tool or code.
AI Agent QA
Scores procedure adherence, resolution, and handoff quality for your AI agents.
Agent QA (human reps)
Scores every closed conversation against the same rubric, with pass/fail reasoning per criterion.
Visible reasoning
Every score ships with the AI’s rationale attached, so you can spot-check without re-reading conversations.
Human overrides
Correct any score by hand; it won’t be silently overwritten on the next run.
Native reporting
Use scores to build coaching and action plans for individual reps; no separate tool or sync required.
Get the full picture on conversation quality
See how AI QA scores 100% of your conversations, automatically, with the reasoning to back up every score.
Request a demo