AI Conversation Intelligence Software
for customer service teams
Evaluate 100% of customer conversations with AI-powered conversation intelligence software that helps support teams improve customer service quality, coach agents more effectively, and uncover performance insights at scale.
Customer stories
See how teams evaluate 100% of conversations 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 AI customer service software works
Follow these simple steps to start evaluating customer conversations automatically and improve customer service quality at scale.
Connect your platforms
Integrate with Intercom, Zendesk, and other support platforms to automatically import conversations—no manual work required.
Set evaluation criteria
Define custom evaluation criteria that match your company's communication standards, quality requirements, and business goals.
Add knowledge base
Upload company policies, procedures, and knowledge resources to provide context for evaluations and ensure more accurate assessments.
Review insights
Access AI-powered evaluation reports, conversation analytics, and actionable improvement recommendations to continuously enhance your team's performance.
Connect Qualiteam.ai with your favorite platforms
Automatically import conversations from Intercom, Zendesk, and other support platforms, eliminating manual work and ensuring every interaction is ready for evaluation.
Evaluate every agent's performance automatically
Track every agent's performance across multiple communication criteria with AI-powered customer service software. Compare team members, identify top performers, uncover coaching opportunities, and monitor individual progress over time using consistent AI-powered evaluations
- 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% |
Custom QA Workflows Built Around Your Business
Create custom evaluation criteria, company rules, and knowledge-based scoring systems that reflect your support quality standards and help deliver more consistent customer experiences, more accurate evaluations, and higher-quality support interactions.
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
AI-Powered conversation intelligence for custom support workflows
Create custom multi-step evaluation workflows for different support scenarios, such as billing disputes, refund requests, or compliance processes. Qualiteam.ai automatically evaluates every conversation against your predefined workflow, verifying whether each required step was completed in the correct order and highlighting any deviations.
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.
Understand every customer conversation
See exactly how your AI conversation intelligence software evaluates every interaction, scores responses against your quality standards, and provides a detailed explanation behind every evaluation, helping teams understand why a conversation received a specific score and uncover actionable coaching opportunities.
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.
Customer experience analytics built into every conversation
Extract structured insights from customer interactions and monitor how customer experience evolves over time across teams, channels, and customer segments, helping you improve customer experience management and deliver more consistent support experiences.
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
Detect customer experience risks before they escalate
Reduce customer friction proactively. Our AI-powered customer service software delivers real-time alerts the moment it detects churn risks, compliance issues, negative sentiment, or quality concerns. This allows your support teams to instantly prioritize critical conversations, reduce customer risk, and improve service quality proactively.
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
Turn every conversation into a coaching opportunity
Provide support teams with actionable feedback generated through AI-powered conversation evaluations and quality monitoring.
View evaluations
Agents access the platform to review detailed AI and human evaluations of their customer conversations.
Learn from feedback
Gain clear, actionable insights from both AI-generated and human reviewer feedback, helping agents understand what they do well and where they can improve.
Continuous improvement
Track progress over time as agents apply feedback, develop their skills, and improve overall performance.
Appeal scores
Agents can appeal evaluation scores they disagree with, providing context and reasoning for review by the QA team.
Test drive our AI playground
Upload your own customer conversations and see how Qualiteam.ai evaluates them in real time.
Experience the quality of our AI-powered evaluation system firsthand by testing real conversations against your own quality standards and business requirements.
- Upload real customer conversations
- Test AI evaluation quality and accuracy
- Review scores and evaluation feedback
- Explore custom evaluation criteria
- Experience Qualiteam.ai before implementation
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 AI customer service software
Built for organisations that need complete control over customer data, compliance requirements, and deployment environments without compromising security, flexibility, or performance.
Secure cloud option
All your data is encrypted in transit and at rest using industry-standard security protocols. Regular security audits help ensure your information remains protected at all times.
Configurable PII redaction
Protect sensitive customer information with configurable PII redaction. Automatically remove names, email addresses, phone numbers, IP addresses, payment details, and other personal data before conversations are stored or evaluated.
On-premises deployment
For organisations with strict data sovereignty and compliance requirements, we offer fully on-premises deployment, allowing you to keep all customer data and processing within your own infrastructure.
Local LLM integration
Our on-premises solution includes local Large Language Models (LLMs) specifically tested and optimised for customer service evaluation, enabling high-quality AI analysis without sending sensitive data to external APIs.
Deployment Comparison
Improve customer service quality with AI conversation intelligence
Help your team evaluate every conversation, improve coaching, identify quality issues earlier, and deliver better customer experiences at scale with AI-powered conversation intelligence.