Operations agents read every conversation after it ends, AI and human alike. They score it against your standards, turn the misses into coaching and tell leaders why customers are calling in the first place.
Your scorecard applied to every call, with disputes routed to a human QA lead and calibration to keep the scoring honest. Why it matters: quality and compliance evidence for the whole book, not a handful of calls.
Explore Auto QA →Coaching targeted from scored calls, practice with simulated customers, progress tracking and gamification on the floor. Why it matters: agents improve on the exact skill that cost them points.
Explore coaching →Contact drivers, sentiment, resolution and compliance risk across VoiceAI and LiveAssist, on dashboards for leaders. Why it matters: you can remove the reason for a call instead of just answering it faster.
Explore insights →| Criterion | Result | Weight |
|---|---|---|
| Policyholder confirmed | ✓ pass | |
| Loss details captured in full | ✓ pass | |
| Next steps and timeline explained | missed | |
| Empathy shown after injury mention | ✓ pass |
This claims call passed on accuracy but missed explaining what happens next, the kind of gap that produces a follow-up call two days later. Auto QA flags it, coaching turns it into practice and NEQQO counts how often it happens across the team.
Auto QA reads each conversation against your criteria the same day.
Misses become targeted coaching and role play for the agent who made them.
NEQQO shows whether a miss is one agent or a broken process.
Change the script, the policy or the product, then watch the score move.
In the demo we load your criteria, score a simulated call and follow it through coaching and into a leader dashboard.