Coach every agent and
hear every conversation with AI
Move from 1-5% QA sampling to 100% coverage.
Identify coaching opportunities instantly, ensure compliance, and improve performance with AI-powered quality assurance.
You can't coach what you can't see
When you're only reviewing 1-5% of conversations,
you're making critical decisions about agent performance, compliance, and customer experience based on incomplete information.
The other 95% stays invisible, until it becomes a problem.
Manual QA doesn't scale
Teams spend hours scoring 1-5% of conversations while 95%+ of agent performance stays invisible
Compliance blind spots are risky
You can't ensure regulatory compliance, policy adherence, or brand standards when you only review a tiny sample
Coaching is reactive, not proactive
By the time you discover performance issues in weekly QA reviews, customers have already had poor experiences
AI-powered quality assurance that sees everything
From conversation to coaching insight in four steps
STEP 1
Connect your conversation sources
Integrates with call, chat, email, and support data across Zendesk, Salesforce, Genesys, Five9, and 50+ platforms.
STEP 2
AI evaluates every interaction
Scores conversations against custom quality frameworks, analyzing empathy, resolution, compliance, and flagging coaching opportunities.
STEP 3
Get instant performance insights
View real-time quality scores across agents and teams, filter by interaction, time, or quality dimension, and spot coaching opportunities instantly.
STEP 4
Coach with precision and confidence
Focus coaching on the conversations that matter most, guided by AI insights, and track performance improvements over time.
Quality sampling → complete certainty
For Team Leaders and Coaches
For Heads of Customer Support
For Quality Assurance Managers
For Executives
For Team Leaders & Coaches
✓ Focus coaching time on highest-impact conversations
✓ Track agent improvement with objective performance data
✓ Identify training needs across entire team instantly
Financial services: 45% reduction in coaching prep time, 3x more agents coached
A quality assurance system built for scale
Complete visibility and control across every support conversation, see how Agent QA delivers the coverage and insights your operations demand.
100% automated scoring
Intelligent coaching recommendations
✓ AI identifies specific moments where agents could improve
✓ Generates coaching talking points with conversation examples
✓ Highlights both strengths and development opportunities
Performance trending and benchmarking
Compliance and policy monitoring
Customizable quality frameworks
While others sample 1%, you'll see 100%
The difference between guessing and knowing - traditional QA vs. Kapiche
Traditional Manual QA
• 1-5% conversation coverage
• 20-30 minutes per conversation review
• Scorer bias creates inconsistency
• Results available weekly or monthly
• Limited scalability without more QA staff
• Focus on scoring, not coaching
Kapiche Agent QA
✓ 100% conversation coverage
✓ Instant AI scoring across all conversations
✓ Standardized, objective evaluation
✓ Real-time quality insights
✓ Auto-scales with conversation volume
✓ AI does scoring, humans focus on coaching
"We went from reviewing 5 calls per agent per month to analyzing every single customer interaction. Our coaches now spend their time actually coaching instead of scoring calls. We've identified training gaps we never knew existed, and our agent performance has improved across the board."
Director of Customer Support Operations, Enterprise SaaS Company
Trusted by top-tier teams worldwide
Taking CX from 'feel-good fluff' to hard science and measurable ROI
Enterprise-grade quality assurance you can rely on
✓ Accurate & unbiased
AI models trained on millions of quality-scored conversations with continuous learning and improvement
✓ Secure & compliant
SOC 2 Type II certified, industry-specific compliance capabilities (HIPAA, PCI, GDPR), enterprise data protection
✓ Seamless deployment
Integrate with existing tech stack in days—works alongside current QA processes or replaces them entirely
Frequently asked questions
You've got questions? We've got answers.
How accurate is AI-powered QA compared to human scoring?
Can I customize the quality framework to match our brand standards?
What happens to my existing QA team?
How does Agent QA handle different conversation types (phone, chat, email)?
How quickly can we see results after implementation?
Can we still do manual QA reviews alongside AI scoring?
Agent QA works even better with these features
Estimated CSAT
Combine quality scores with predicted customer satisfaction for complete performance picture
Real-time issue spike detection
Get alerts when quality drops outside normal ranges across teams or individuals
Theme impact reports
See which conversation themes correlate with high or low quality scores