AI-powered Automated Quality Assurance That You Can Trust
Auto QA analyzes all of your omnichannel customer interactions and scores them against your unique success metrics.
Comprehensive Feedback, Trend Analysis, Predictive Insights, and more, Auto QA has everything you need to take data-driven decisions, improve agent performance, and deliver exceptional customer experiences.
1000+ Enterprises Trust Kapture
Built For Your Enterprise
How Kapture’s Auto Quality Assurance is the Right Choice for Your Enterprise
Put Your QA On Autopilot
Let Kapture’s Auto QA automatically analyze every chat, email, call, and social media message, spotting trends and issues before they escalate. No more manual labor, no more burnout. Just pure, automated efficiency.
Set The Quality Standards
No more one size fits all. With Auto QA, you’re in control. Decide exactly what makes a great interaction, and turn it into reality. Customize scoring and prioritizing to match your industry and business goals.
Future-Proof Your CX
Don’t just react to escalations, predict and avoid them. Auto QA crunches your data to uncover hidden trends and opportunities. Get insights that help your agents stay ahead of the curve.
How Auto QA Works
Auto QA Engine
Auto QA’s engine harnesses NLP, Speech Analytics, and Rule-Based Checks to analyze extensive agent-customer interactions, delivering concise Ticket Summaries, Score Cards, and Performance Analytics that can transform your support operations.
Automated QA
Bring the power of AI into your QA
Manual QA processes are a drain on time and resources. It can leave gaps, inconsistencies creep in, ultimately impacting service quality. Kapture’s Auto QA ramps up the process and leaves no room for error.
- AI-powered QA: Say goodbye to tedious spot checks. Kapture’s Auto QA uses advanced AI and NLP algorithms to analyze your interactions, freeing you up to focus on what truly matters.
- Automated Monitoring: Configure Auto QA once and let automation handle the rest. Enjoy real-time insights into agent performance and identify trends to drive improvements.
Customizable Scoring
You set the scores. You set the goals.
Every business is unique. Manual QA often uses generic scoring metrics that fail to capture the nuances of customer interactions, leading to inaccurate evaluations and missed opportunities. Auto QA lets you define quality on your own terms.
- Customizable Scoring Model: Build a system that’s completely customized to your unique business needs. Create a scoring framework that aligns perfectly with your quality standards.
- Fine-Tuned Weighting: Decide the importance of each evaluation parameters and sub-parameters – prioritize critical aspects of customer interactions and ensure your QA process reflects what truly matters for superior performance.
- Rule-Based Checks: Create custom rules and automatically assess interactions against these rules for rapid feedback.
Comprehensive Analysis
Take a closer look and see the bigger picture
It can be complex to understand agent performance and customer sentiments from different channels via huge volumes of data. With Auto QA, get a holistic view of your customer support landscape.
- Score Cards: Understand agent performance across chat, email, phone, and social media interactions to identify strengths and opportunities for improvement.
- Trend Analysis: Identify common patterns in customer behavior across channels.
- AI-Powered Summaries: No more skimming through lengthy conversations. Auto QA generates detailed summaries of customer interactions, highlighting key points, sentiment, and outcomes.
Consistent Evaluation
Make it fair & square for all your agents
Evaluating agents on the same bar is essential. Kapture’s Auto QA delivers objective and impartial assessment that will consistently empower your agents to thrive.
- Standard Evaluation: Implement consistent metrics across all agents and interactions, ensuring fair and accurate measurement of performance.
- Performance Benchmarks: Compare each agent’s performance against established benchmarks, providing clear, actionable insights for continuous improvement.
Reports & Advanced Analytics
Get data that can drive intelligent decisions
Extracting action insights from QA data manually is time consuming and fraught with inaccuracies. Kapture’s Auto QA provides insightful reports, customizable dashboards, and advanced analytics to make informed, strategic decisions to enhance your support team’s performance.
- Customizable Reporting: Tailor reports to fit your industry and operational needs.
- Performance Dashboards: Visualize key performance metrics, trends, and opportunities for improvement.
- Advanced Analytics: Identify top performers, monitor quality metrics over time, and uncover trends to drive targeted improvements – includes predictive capabilities to foresee potential quality issues.
Kapture’s Customer Service AI
KAI: Intelligent. Intuitive. Insightful.
Built on billions of customer interactions and powerful technology, Kapture’s AI understands the importance of customer and employee experiences and offers you personalized support to start making a difference right away.
Integrations
Connect Seamlessly to the Tools Your Teams Use Daily
Data is useless when it’s hard to access. Kapture integrates with the tools your teams use daily providing quick and easy access to customer insights. Unified visibility = better CX. Experience the power of 1000+ out-of-the-box Enterprise API integrations to centralize your support operations.
Customer Testimonials
Hear it from Our Customers
Insights from satisfied customers sharing their experiences with our AI-powered customer experience platform.
“ It’s an awesome tool, a customized solution for your business. It’s a journey which I’m enjoying and I’m very positive that Kapture is going to be a tool that is going to prove very successful for many entities.
Anubhav Mehrotra
Vice President of CX
“ A pleasant surprise is seeing a company whose engineering team is as powerful as its sales team. Usually, salespeople disappear once the deal is signed but this was not the case here.
Bruce Schwack
Chief Communication Officer
“ It’s an awesome tool, a customized solution for your business. It’s a journey which I’m enjoying and I’m very positive that Kapture is going to be a tool that is going to prove very successful for many entities.
Anubhav Mehrotra
Vice President of CX
“ A pleasant surprise is seeing a company whose engineering team is as powerful as its sales team. Usually, salespeople disappear once the deal is signed but this was not the case here.
Bruce Schwack
Chief Communication Officer
