Turn your QA into a customer intelligence engine

Handling millions of customer interactions across phone, chat, email, and app — but still QAing just 2% of them? evaluagent’s AutoQA evaluates every conversation automatically, giving your team the insight to coach better, the intelligence to improve experience, and the evidence to prove compliance.

Manual QA leaves crucial blind spots

The FCA’s Consumer Duty requires firms to monitor and evidence good customer outcomes on an ongoing basis — not just sample them occasionally. Insurance complaints to the FCA hit 717,406 in H1 2025, while the Financial Ombudsman received over 305,000 complaints in 2024/25, up 54% year-on-year.

Your QA team is working harder than ever. But if they’re still manually listening to a fraction of calls, they’re not equipped to meet the demands being placed on them. If any of the below is true for you, evaluagent can help.

• Your operation is leaking efficiency
  Manual sampling of 1–3% is time-consuming, inconsistent, and leaves your team focused on unproductive activity. Meanwhile, repeat contacts, long handle times, and avoidable escalations continue unchecked.
• Your customer experience is a black box
  If you’re extrapolating your whole customer experience from just a tiny amount of conversations, you’re guessing, not managing. Churn signals, complaint drivers, and experience gaps stay invisible.
• Staying compliant is getting harder
  FCA regulatory requirements and obligations around customer vulnerability create compliance risk in every interaction. Your evidence needs to cover every conversation — not just the ones your team happened to review.
• Your coaching is based on guesswork
  Supervisors are coaching from a handful of calls — often the ones flagged as problems, not the ones that reveal patterns. Agents don’t get a fair picture of their performance, coaching conversations lack specifics, and improvement is slow.

With evaluagent, every score shows its work

You can’t rely on black-box AI that creates more compliance questions than it answers. evaluagent’s AutoQA shows exactly how every evaluation reached its conclusion.

• What triggered the score — the specific moments in the conversation that were flagged
• Which rules were assessed — mapped directly to your compliance requirements and quality standards
• How the score was calculated — a transparent breakdown you can present to regulators, executives, or agents.

Now, you don’t just have automated quality, you have defensible quality.

See evaluagent in action

Explore how evaluagent can help your team scale quality, surface customer intelligence, and prove compliance.

QA every conversation. Coach what matters. Prove compliance automatically.

evaluagent’s AutoQA is powered by your business context — your quality criteria, your compliance rules, your claims handling protocols — to evaluates 100% of customer interactions. Combined with our Conversation Intelligence, you have all the insight, workflows and tools you need to turn customer conversational data into meaningful outcomes they’ll love.

Scale quality without scaling headcount

Your QA team focuses on coaching and improvement instead of manually scoring conversations. You get complete coverage without adding headcount.

Turn your contact center into a customer intelligence engine

Surface insights that unearth what your customers actually care about — across every interaction. Show the power of QA by giving leadership actionable intelligence, not just scores.

Consistent compliance across every channel

Apply consistent scorecards across every channel and team. See that all regulations and claims handling protocols are evaluated on every conversation.

What is Auto-QA?

Auto-QA is evaluagent’s automated quality evaluation platform. It evaluates 100% of customer conversations using AI powered by your business context and quality criteria — giving you explainable quality scores and defensible evidence across voice, chat, and email.

How is this different from monitoring or alerting tools?

Auto-QA actively evaluates every conversation for quality and compliance, scoring interactions the way your QA managers would. Alerts, insights, and evidence are outcomes of complete evaluation — not the core product.

How quickly can we get started?

Most insurers are up and running within 2-4 weeks. We configure AutoQA with your quality criteria, compliance rules, and reporting requirements — then start evaluating every conversation from day one.