AI Case Quality Auditor

The Case Quality Auditor is an AI-powered agent that evaluates the quality of closed customer support cases across all critical parameters. It automates quality assurance, reduces manual audit efforts, and ensures consistency across agents and regions. With each evaluation producing a 10-point quality score, teams can pinpoint areas for improvement and reward high performers.

Capabilities

The AI Case Quality Auditor is capable of the following analysis:

  • Sentiment Analysis: The agent analyzes customer emotions across all interactions using NLP.

  • Compliance Tracking: The agent verifies whether agents follow all mandatory policy requirements.

  • Resolution Efficiency Calculation: The agent compares actual resolution times to expected benchmarks.

  • Response SLA: The agent verifies whether the first reply met the SLA deadline.

  • Resolution SLA: The agent checks whether the final resolution was delivered within the defined SLA timeframe.

  • Customer Engagement: The agent determines whether timely and proactive updates were provided to the customer.

Usage and Advantages

The AI Case Quality Auditor helps you in:

  • SLA Breach Detection & Analysis. The agent tracks whether first response and resolution SLAs were met or breached, helping support teams identify delays and optimize response workflows.

  • Compliance & Security Checkpoint Enforcement. The agent audits cases for adherence to legal disclaimers, data handling, privacy protocols, and call offers

  • Customer Sentiment and Communication Quality Insights. The Case QA Auditor uses NLP to analyze tone, empathy, grammar, and engagement across the full communication thread.

Teams using AI Case Quality Auditor can look forward to gaining the following advantages:

  • Helps identify dissatisfaction and emotional tone throughout the case.

  • Ensures legal, procedural, and operational consistency.

  • Ensures alignment between the issue reported and the fix provided.

  • Ensures timely engagement and adherence to SLAs.

  • Promotes customer-friendly and professional communication.

Set up an AI Case Quality Auditor Agent

Setting up an AI Case Quality Auditor consists of the following steps:

Once the agent has been deployed, you can view the Analytics for it in Case Quality Auditor Analytics.