Capacity AutoQA is an automated quality assurance solution that transforms contact center performance by scoring every customer interaction—calls, chats, and more—with AI-driven precision. It eliminates the limitations of manual QA by delivering complete coverage, validated accuracy, and real-time insights. AutoQA helps organizations reduce costs, improve compliance, and coach agents more effectively using data from every conversation.

Features

• Complete Coverage: Score every customer interaction automatically across all communication channels—no more random sampling.
• Validated Accuracy: Benchmark AI scoring against historical human QA data to ensure consistency and build trust in automation.
• Customizable QA Scorecards: Build flexible scorecards tied to KPIs so every evaluation reflects what matters most to your business.
• Real-Time Transcription & Scoring: AI transcribes and scores every call or chat in near real time, ensuring nothing slips through the cracks.
• Human-AI Accuracy Comparison: Review side-by-side comparisons of AI and human scores to validate performance and accuracy.
• Compliance Guardian: Automatically flags potential policy violations, helping managers act quickly to avoid fines and ensure regulatory compliance.
• Revenue Recapture: Identifies lost-sale calls, analyzes objections, and provides rebuttal scripts and callback suggestions to reclaim revenue.
• Performance Intelligence: Detects coaching opportunities using AI-identified patterns across all interactions—not just random samples.

Benefits

• Scalable QA: Review every interaction without increasing QA headcount, reducing labor costs while improving coverage.
• Faster Feedback Loops: Real-time scoring and insights enable quicker coaching and performance improvements.
• Improved Compliance: Proactively flag and address compliance risks before they become costly issues.
• Increased Revenue: Recover missed opportunities with AI-driven insights into lost sales and customer objections.
• Data-Driven Coaching: Empower supervisors with actionable intelligence to coach agents based on full interaction data.
• Trustworthy Automation: Transparent AI scoring validated against human benchmarks builds confidence in automated QA.