AI Quality Assurance

Auto-Score and Scale Support Quality Assurance

AI Quality Assurance keeps a constant pulse on customer service quality so you can coach faster, measure fairly, and constantly improve customer satisfaction.

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California Department of Corrections and Rehabilitation

Speed up support coaching with one-click handoffs from QA findings

Cover every customer interaction instead of sampling just a few

Automate SLA monitoring to quickly find out where leaks happen

Reduce service costs by automating manual and resource-heavy QA tasks

Ensure Consistent Support Quality at Scale

Easily Expand Your Review Scope and Enforce Consistent Standards

Score What Matters

Use your knowledge base and your defined QA guidelines to review some or all of your chats – you decide the range.

Explain Results Clearly

Get clear reasons for every score and build confidence in the process.

Stay Objective, Be Consistent

AI eliminates reviewer bias and ensures greater scoring fairness. Managers can override AI assessments before sharing results.

Scale Your QA With Ease

Comm100 AI Quality Assurance works faster, more thoroughly, and more consistently than humans, ensuring greater compliance.

AI-Powered Agent Coaching

Coaching Support Agents for Better Performance Has Never Been This Easy

One-Click Coaching

Turn every QA result into an instant coaching opportunity with a single click.

Provide Structured Feedback

Add comments and tags, and assign follow-ups to whoever needs to know.

Keep It Transparent

Agents can access coaching feedback right in the Agent Console (read-only).

“With the AI chatbot, the Comm100 team openly shares insights into how the system operates and the tools behind it. This transparency empowers us to delve deeper, enhancing our understanding and ability to make the most of these solutions.”

– Austin Zimmerman, Sr. Customer Service Technical Admin, CDS Global

Frequently Asked Questions

What is Comm100 AI Quality Assurance?

Comm100 AI Quality Assurance is an AI tool that automatically scores customer support conversations against your quality standards and turns the results into agent coaching. It reviews chats using your knowledge base and defined QA guidelines, explains each score, and flags where service quality and SLAs fall short. It is one of the six solutions in the Comm100 AI Suite.

How does AI QA score support conversations?

It scores conversations against your own QA guidelines and knowledge base, then provides a clear reason for every score so reviewers understand the result. Because the scoring rules are consistent across all conversations, the AI removes reviewer bias and applies the same standard each time. You set the review range, choosing some or all of your chats.

Can AI QA review every conversation or just a sample?

AI QA can review every customer interaction rather than the small sample most manual programs check. Scoring all conversations gives a complete picture of support quality, makes SLA monitoring more accurate, and lowers QA costs by automating work that reviewers would otherwise do by hand. You still control the scope and can narrow the range when you want.

Can managers override AI QA scores?

Yes. Managers can review and override AI assessments before results are shared, so the final evaluation reflects human judgment where it matters. This keeps QA accountable to your team while the AI handles the volume, and it builds reviewer confidence because every score comes with a stated reason.

How does AI QA help with agent coaching?

Each QA result converts into a coaching opportunity with a single click. Managers add comments and tags, then assign follow-ups to the right people, and agents view that feedback directly in the Agent Console in read-only form. Connecting scoring to coaching this way shortens the path from a flagged conversation to an actual performance conversation.