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QA Scout

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Overview 

Meet QA Scout, the cutting-edge AI quality assurance model within the HiQ platform by HiOperator. Scale your support quality with AI-driven evaluations that mirror your manual QA standards—delivering immediate, comprehensive insights across every conversation. Scout AI’s Auto QA engine integrates with your existing processes, providing consistent, data-driven feedback at scale

QA Scout is capable of:

1. Automated Ticket Routing & Coverage

  • Smart Flagging. Automatically identify and route anomalous or high-risk tickets to specialized workflows.

  • Immediate Scoring. Generate AI-based QA scores for every interaction the moment it closes, eliminating delays.

  • Review Triggers. Configure thresholds to launch manual reviews on flagged tickets, ensuring human oversight where it matters most.

2. Rich Data Visibility & Exploration

  • Live Dashboard. Explore QA metrics in real time: overall scores, filter by channel, agent, or tag.

  • Drill-Down Analysis. Dive into conversations with inline QA context windows that highlight evaluated messages and applied macros.

  • API & Webhooks. Push AI scores and flag data into your CRM, BI tools, or Slack channels for seamless operational integration.

3. Instant Feedback & Quality Metrics

  • QA Summary Cards. At-a-glance scorecards present a weighted AI rubric score  for each ticket, with clear pass/fail indicators.

  • Breakdown by Category. View sub-scores across core dimensions—Relevancy, Resolution, Empathy & Tone, Writing & Grammar.

  • Contextual Comments. Automatically surface AI-generated comments on specific message segments, flagging strong or weak responses

Why Not Manual-Only QA?

  • Limited Coverage. Manual reviews typically sample a small percentage of tickets, leaving blind spots.

  • Delayed Insights. Human-led processes introduce lag, slowing feedback loops and reducing impact.

  • Scalability Challenges. Spotting cross-team patterns or handling surges in ticket volume becomes increasingly difficult.

Scout AI Auto QA eliminates these limitations by delivering instant, scalable evaluations—integrated with your human workflows.

 

Benefits

Scout AI Auto QA empowers CX teams to continuously improve without manual overhead:

  • Full Visibility & Consistency. Get AI-generated QA scores for 100% of interactions, ensuring no conversation slips through the cracks.

  • Aligned to Your Standards. Maintain calibration with your manual rubrics and periodic QA sprints—AI adapts as your policies evolve.

  • Rapid Calibration & Feedback. Instantly flag high-risk tickets for human review, keeping your AI in sync with real-world nuances.

  • Data-Driven Insights. Visualize QA summary cards and granular category breakdowns to uncover weak spots and best practices.

  • Operational Efficiency. Free QA teams from tedious sampling—let AI handle bulk scoring while humans focus on coaching and strategy.

  • Continuous Improvement Loop. Combine AI metrics with manual feedback to refine training, scripts, and support processes over time.

 

 

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