Non-English Language Support
We support other languages, but don't have it available as a self-service option. Drop us a note with the language you need!
Manual QA Rubrics
QAScout is built to be an AI-native QA platform, but it also supports Manual QA Campaigns where you can layer human reviews on top of the automated reviews.
Call Transcripts
We can also process and QA your call recordings, for example if you create a Zendesk ticket for each call with a link to the recording. Please reach out to discuss transcription pricing and any additional QA goals.
Custom Rubrics
Yes, yes, yes. We built QAScout originally as an internal production tool for our tech-enabled customer service operation (to help spot outlier interactions, minimize QA disputes, and get agents continuous feedback). For the off-the-shelf version, we've distilled the QA attributes down to the most common ones, but, we can:
- QA for specific additional attributes
- QA for policy compliance
- Provide more contextual agent coaching comments
What we'll need to do for all of the above is get your input -- and ideally a few months of you existing QA data from whatever human-powered QA system you use (Google Sheets, Maestro QA, Klaus, etc).
Custom "Temperatures"
If it feels like you're seeing a less than ideal degree of grading accuracy, you can "nudge" them from Lenient to Strict on your Settings page! We can tune the model for you on a Pro plan. Better yet, if you have 3-6 months of human analyst QA data we can use that to fine tune your model.
Not quite what you were looking for? Have more questions? We'd love to connect.
You can click here to drop us a note, send us an email directly at support@hiq.cx, or click here to book a few minutes to chat live!