Learn / Quality assurance and scoring
Can AI grade support conversations?
Reviewing conversations for accuracy, tone and policy compliance. Historically a 2% sample.
What changes with AI
Moves coverage from 2% to 100%. This is a genuine step change rather than an incremental gain.
Where it goes wrong
Auto-scores drift from human judgement. Calibrate against manual reviews regularly or the score becomes meaningless.
Tools suited to this
Purpose-built for scoring, and all three now grade AI agents alongside humans.
Zendesk QA
ZendeskFormerly Klaus. Auto-scores every conversation and now grades AI agents alongside humans.
MaestroQA
Custom scorecards and screen capture, for teams that want QA defined their own way.
EvaluAgent
One of the few QA vendors publishing per-seat pricing, plus per-conversation QA for AI agents.
These are suitability judgements, not test results. They are based on what each platform is built to do, not on our own measured performance — we have not run tickets through them yet.