AutoQA

AutoQA (Automated Quality Assurance) is the use of AI to score every customer interaction against defined quality criteria—automatically, consistently, and in real time—without requiring human reviewers to sample conversations.

**How It Works**: AutoQA engines ingest transcripts or recordings from voice, chat, and email channels, then score each interaction against a configurable rubric covering resolution quality, policy adherence, empathy, compliance signals, and communication effectiveness. Scores are generated immediately after each interaction closes.

**How AutoQA Differs from Manual QA**: - **Coverage**: Manual QA typically samples 2–5% of interactions. AutoQA evaluates 100%. - **Speed**: Manual QA introduces days of lag. AutoQA delivers scores in real time, enabling same-day coaching. - **Consistency**: Human scorers vary. AutoQA applies the same criteria to every conversation, eliminating inter-rater bias.

**What CX Teams Use AutoQA For**: - Identifying coaching opportunities at scale without reviewer bottlenecks - Tracking quality trends across agents, teams, and channels - Surfacing compliance risks before they escalate - Linking quality scores to customer outcomes like CSAT and FCR

Oversai's AutoQA platform scores 100% of interactions across all channels, giving CX teams objective, actionable quality data without the constraints of manual sampling.