Evaluate 100% of your customer conversations with AI.
Give your team leads AI-generated insights into agent-client conversations, eliminating the need to manually review countless dialogs. Save hours while dramatically improving conversation quality.
Customer stories
See how teams scale QA with Qualiteam.ai
iGaming affiliate program · Partner conversations on Telegram
“Before Qualiteam, we could check maybe 150 chats per QC per week. Now we are covering 100% of partner conversations, including strategic partners weekly.”
How Qualiteam.ai Works
Follow these simple steps to start improving your customer service team's performance
Connect your platform
Integrate with Intercom, Zendesk, and other platforms to automatically import conversations—no manual work needed.
Set evaluation criteria
Define custom criteria that match your company's communication standards and business goals.
Add knowledge base
Upload company policies and knowledge to contextualize the evaluation and ensure accurate assessment.
Review insights
Get AI-powered evaluation reports and actionable improvement suggestions to enhance your team's performance.
Connect with your favorite platforms
Automatically import conversations—no manual entry required
Comprehensive Agent Evaluation
Track performance across multiple communication criteria. Our AI evaluates every conversation and provides detailed scoring on crucial aspects of customer interaction.
- Compare performance across your team members
- Identify strengths and improvement areas in specific communication aspects
- Filter by date range to track improvement over time
- Focus on specific evaluation criteria that matter most to your business
| Agent | Total Score | CommunicationComm | CustomerCust | ToneTone |
|---|---|---|---|---|
Emily Johnson | 72% | 78% | 65% | 85% |
John Smith | 54% | 41% | 37% | 73% |
Karen Murphy | 89% | 92% | 88% | 95% |
Alex Wong | 34% | 28% | 25% | 48% |
Maria Rodriguez | 68% | 75% | 62% | 81% |
Tailor Evaluations to Your Standards
Define custom criteria, upload your company rules, and integrate knowledge bases to ensure evaluations match your exact business requirements.
Custom Evaluation Criteria
Define exactly what matters in customer interactions with weighted scoring criteria.
Communication Start and End
Proper greeting and closing of conversation
Tone and Empathy
Appropriate emotional connection and support
Problem Solving
Effective resolution of customer issues
Response Speed
Timeliness of agent responses
Detailed Instructions
Configure granular scoring instructions for each criterion to ensure consistent evaluations.
Communication Start and End
0 points
The message lacks a greeting at the beginning and a closing phrase at the end.
5 points
Either a greeting or a closing phrase is present, but not both.
10 points
The message includes both an appropriate greeting and a professional closing statement.
Company Rules
Upload your company's policies and rules to ensure agents are evaluated against proper standards.
Drag and drop file to add new rule or knowledge
Advanced Flow-Based Evaluations
Create sophisticated evaluation workflows for different scenarios, ensuring comprehensive analysis of complex customer interactions.
Customer Support Ticket Handling Flow
Execution Results
System identified billing problem as the issue type. Agent followed the billing protocol and reviewed payment history, verified transaction details, and processed refund for confirmed billing error.
Step Results
Common Flow Types
Complaint Resolution
Multi-step flows for handling customer complaints with escalation paths and resolution tracking.
VIP Customer Service
Specialized flows for high-value customers with different service standards and procedures.
Compliance Verification
Ensure agents follow regulatory requirements and company policies in sensitive interactions.
Detailed Conversation Analysis
See exactly how our AI evaluates customer interactions with detailed breakdowns of each conversation.
Conversation Messages
Hello, I've been charged twice for my last order #23456. I need this resolved immediately as it's caused issues with my account.
Hi Michael, I apologize for the inconvenience. I've checked your order #12345 and can see the refund was processed on our end. It typically takes 5-7 business days to appear in your account. I'll expedite this with our finance team and email you an update by end of day.
Would you like me to send you an email confirmation of this refund? Also, is there anything else I can help you with today?
Yes, please send the confirmation email. Thank you for the quick response.
Message Evaluation
Agent:
Alex Morgan
Topic:
Duplicate payment resolution
Comment:
Agent quickly acknowledged the duplicate charge issue and initiated a refund. Good empathy and clear timeframe provided, but could have explained how to prevent future occurrences.
Overall Score:
Evaluation Details:
Agent greeted the customer properly and offered additional assistance before closing.
Excellent empathy by acknowledging the inconvenience with a supportive tone.
Provided immediate solution but didn't explain how to prevent future occurrences.
Discover Trends in Every Conversation
Extract structured attributes — categories, sentiment, satisfaction — from each conversation and analyze how they shift over time, by agent, and by segment.
Configurable Attributes
Define what to extract from every conversation — categorical labels or numerical values — and the model fills them in during evaluation.
Issue category
Customer churn chance
CSAT estimate
Predicted satisfaction score from each chat
Analytics Dashboard
Selected attribute
Issue category
Distribution
Trend over time
Catch Issues Before They Escalate
Get notified the moment an evaluation crosses a threshold you care about — a failed criterion, an angry customer, a potential lawsuit — so your team can act on what matters first.
Categorical attributes
e.g. Customer churn chance = "High"
Numerical attributes
e.g. CSAT estimate below 7
Specific criteria
e.g. "Tone and Empathy" scored 0
Total score
e.g. Overall conversation below 60/100
Triggered Alerts
2 active · 1 readTotal score 54/100
Alex Morgan · duplicate refund chat
Potential lawsuit risk = High
Jordan Smith · escalated billing dispute
CSAT estimate = 4 (below 7)
Sam Lee · feature request follow-up
Coach Your Agents
Give your agents direct access to their evaluations so they can learn and improve from every interaction.
View Evaluations
Agents access the platform to see detailed AI and reviewer evaluations of their conversations.
Learn from Feedback
Clear, actionable insights from both AI-generated and human reviewer feedback help agents understand what they did well and where to improve.
Continuous Improvement
Track progress over time as agents apply feedback and improve their performance.
Appeal Scores
Agents can appeal evaluation scores they disagree with, providing their reasoning for review by the QC team.
Test Drive Our AI Playground
Try out your customer service responses in our AI playground. Add your custom criteria and get immediate feedback on how your message would score against them.
Perfect for training, quality assurance testing, or just exploring how our AI evaluation works.
I've been waiting for my refund for 2 weeks now. When will I get my money back?
Customer • 10:32 AM
I understand your frustration with the delayed refund. I've checked your order #12345 and can see the refund was processed on our end. It typically takes 5-7 business days to appear in your account. I'll expedite this with our finance team and email you an update by end of day.
Agent • 10:35 AM
Simple, usage-based pricing
No per-seat or per-agent fees — pay only for the tokens you use.
Actual cost varies with conversation length and model selection.
Enterprise-Grade Security & Deployment Options
We understand that customer service data contains sensitive information. That's why we offer flexible deployment models to meet your security requirements.
Secure Cloud Option
All your data is encrypted in transit and at rest. We use industry-standard security protocols and regular security audits to ensure your information remains protected.
Configurable PII Redaction
You can enable PII redaction for names, emails, phones, IP addresses, payment data, etc. before data is stored and evaluated.
On-Premises Deployment
For organizations with strict data sovereignty requirements, we offer complete on-premises deployment. Keep all your data and processing within your own infrastructure.
Local LLM Integration
Our on-premises solution includes local Large Language Models specifically tested and optimized for customer service evaluation tasks, ensuring high-quality analysis without sending data to external APIs.
Deployment Comparison
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