AI-powered QA to analyze agents at scale

Use AI for QA to see how your human and AI agents are performing and what’s causing customer issues.

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Contentsquare Conversation Intelligence was built to drive better experiences

Quality you control

Create transparent quality logic that you can understand and adapt as needed

Made for all agents

Analyze what AI can handle and where you need human assistance

Go beyond agent scores

See what’s actually driving customer issues so you know what to fix

Be running in weeks

Skip lengthy implementations and get insight in weeks, not months

Moved from a QA checklist to deeper conversations
We’ve moved from a very checkboxy QA form to having deeper conversations about how we’re talking to customers and whether we’re delivering the value in those conversations that we want to drive.

Jon Helin

VP of Customer Support, Calendly

Turn every agent conversation into a source of insight

Conversation Intelligence is proven on 1 billion customer service interactions to understand what the agent did and how the customer reacted.

Contact Drivers automatically detect why customers contact you so you can easily fix issues that drive the most volume

Root Cause provides the core issue behind the customer inquiry to help you pinpoint what’s really behind the customer complaint

Review Reasons automatically flag conversations that need attention with tags like Escalations, Profanity, Regulatory Threats and more

[Visual] Conversation Intelligence Contact Review

Asset - Loris Paid LP -Speech and Conversation Intelligence > See what’s driving customer experience (row#1)

CQ is our predictive CSAT score that uses your conversations instead of surveys to understand customer satisfaction with your agents

Sentiment Graph provides the conversation’s emotional journey to understand points of friction and how the customer left the interaction

Resolution tells you whether the customer’s issue was solved, giving you the context needed to improve agents

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Why Contentsquare Conversation Intelligence

Leader in AI and QA

Built on Loris, an AI platform named a Cool Vendor by Gartner and a Leader in AutoQA and Customer Analytics by CMP.

More than an LLM

Uses a combination of pretrained AI models, custom AI models, and LLMs to achieve fast and accurate results.

Proven AI approach

Has delivered billions of predictions in more than 1 billion customer service interactions (and counting).

World-class data science

Maintained by our team of data scientists, so you get better results with less work.

AI for QA spots quality issues with human and AI agents

AI for QA provides a single place to see agent performance and customer trends, so you can understand where your team needs coaching, where product issues are causing headaches, and where AI agents need further training.

See how your agents are actually performing

Schedule a meeting to find out what’s really going on in your customer conversations.

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[Visual] Conversation Intelligence AI Agent Insights