AI Quality Assurance for Support Teams
Shorter queues.
Fewer repeat contacts.
Same headcount.
Manual support QA reviews a handful of tickets per agent, per week. ConvoBrains scores every call, chat, and email automatically - catching the patterns behind escalations before they repeat.
Works across your existing helpdesk and telephony stack. No migration required.
Refund policy not disclosed
Ticket #8821 · 04:40
Voice
FlaggedRepeat contact - same issue, 3rd time
Ticket #8822 · 02:15
Chat
ReviewingEscalation avoided - issue resolved on first contact
Ticket #8823 · 06:02
Voice
ResolvedHold time exceeded SLA threshold
Ticket #8824 · 09:48
Voice
FlaggedAudits every channel
The coverage gap
Most support QA teams hear a fraction of what customers actually say.
0%
Conversation coverage, every channel audited
−0s
Average handle time reduction
−0%
Faster ramp-up for new agents
+0%
Lift in customer satisfaction scores
Where support QA usually breaks
The friction points manual sampling never catches.
Problem
A large share of customer issues arrive outside business hours and sit unresolved until the next shift picks them up - and nobody reviews how those handoffs actually went.
Solution
Every after-hours conversation gets scored the moment it's logged, so the morning shift inherits a prioritized queue instead of a blind backlog.
Coverage by Hour - 24h Window
Manual QA
ConvoBrains
Manual review only covers business hours. Automated QA covers the full 24-hour cycle.
Built for the whole support org
One scoring engine, four different views.
01 - Support Agents
Clear feedback, no guesswork
Agents get specific, call-by-call feedback and guided coaching that shows exactly what a good resolution looks like - not just a number.
02 - Managers
Quality, not just volume
Track coaching progress, assign targeted training, and ramp new agents faster without sitting in on every call yourself.
03 - QA & Compliance
Custom scoring, full coverage
Build scorecards around what matters most to your process and analyze every omnichannel interaction against them automatically.
04 - Support Leaders
Insight that shapes the roadmap
See the patterns behind escalations and product gaps, so support data informs CX and product decisions, not just headcount planning.
Automated Call QA
See why calls drag, reopen, or escalate.
Review 100% of conversations across voice, chat, and email. Auto-score every interaction, identify compliance gaps and hold patterns, and surface the common reasons behind escalations - with feedback delivered instantly, not weeks later.
Call Audit Report
Critical compliance check: 4/5 pts - disclosure missing on 1 call
Conversation Behavior Analysis
Find the behaviors that keep customers loyal.
Identify what your top performers do differently, build simple communication rules that reduce friction, and catch the quiet behaviors that erode trust before they show up in churn or NPS.
Talk Ratio vs. Resolution Quality
Balanced talk ratios correlate with higher resolution quality.
Automated Agent Coaching
Coach agents at scale, not just in spare minutes.
Monitor 100% of calls for coachable moments, fix root-cause skill gaps that slow conversations down, and share golden calls so the whole floor learns from what's already working.
Agent Performance - 30 Days
76% improved · ramp-up cut by 60%
Conversation Intelligence
Turn support conversations into insight and opportunity.
Auto-generate notes so agents stay focused on the customer, monitor sentiment and intent across the queue, and track recurring product gaps that should be feeding straight back into your roadmap.
Recurring Issue Themes
Looking for a support QA alternative?
If you're evaluating contact center QA software, here's how automated scoring compares to manual review.
Teams searching for support QA software, customer support call scoring, or an alternative to manual quality checks usually land on the same question: does the tool just generate a dashboard, or does it actually reduce repeat contacts and escalations.
| Dimension | Manual QA / spot-checks | ConvoBrains |
|---|---|---|
| Conversation coverage | 1–5% sampled, business hours only | 100% audited, 24/7 |
| Channels covered | Usually voice only | Voice, chat, email in one view |
| Repeat-contact detection | Manual, inconsistent | Automatic, matched to history |
| Time to feedback | Days to weeks | Minutes after the conversation |
| New agent ramp time | Standard onboarding cycle | Up to 60% faster |
| Cost at scale | Scales linearly with headcount | ~40% lower at comparable volume |
What's the difference between support QA software and a helpdesk tool?
A helpdesk manages and routes tickets. Support QA software scores the quality of the conversations happening inside those tickets - whether the resolution was correct, whether disclosures were made, and whether the customer's tone improved or worsened. ConvoBrains Support QA works alongside your existing helpdesk rather than replacing it.
Can automated QA really cover chat and email, not just calls?
Yes. The same scoring engine that audits voice calls applies to chat transcripts and email threads, so compliance and resolution-quality checks aren't limited to whichever channel happens to get manually reviewed.
How does this reduce repeat contacts specifically?
Every new conversation is checked against a customer's recent contact history. If the same issue is showing up for the second or third time, it's flagged for priority handling automatically, instead of being treated as a fresh, unrelated ticket.
Does this work for omnichannel and 24/7 support operations?
Yes - coverage runs continuously, including outside business hours, so queues built up overnight get prioritized and the morning shift doesn't start from zero.
How it compounds
The support QA loop.
Each loop makes the next conversation faster and more consistent
Leadership view
The whole support journey, not just the tickets.
Top escalation drivers this week
up 9%Coverage by channel
Security & compliance
See what your last 100 support conversations are quietly costing you.
We'll score a sample of your recent calls, chats, and tickets and show you exactly where repeat contacts and escalations are coming from - no commitment, no setup required on your end.