AI Quality Monitoring
There’s gold in your conversations
AI Quality Monitoring reviews every conversation your AI agent handles, revealing what was actually resolved, what’s missing and what to improve first.
100% of conversations reviewed
Verifiable results
Included in your plan
ViaSay Analytics dashboard. Demo data.
The problem
Thousands of conversations. Almost none put to use.
Every day, your customers tell you what they need. Without analysis, that insight stays out of reach.
It measures the absence of a handoff, not whether the need was met.
Only 5 to 10% of users vote when they chat with a bot.
Too small a sample to surface the real problems.
A human mistake affects one customer. An AI agent’s mistake repeats in every conversation until someone catches it.
How it works
AI reviews every conversation
When a conversation ends, an evaluation model independent from your agent reviews the full exchange, scripted flows included.
Dashboard
The metrics that actually matter
Each metric answers a specific question. The numbers lead back to the conversations behind them.
What’s our real resolution rate?
The AI-assessed resolution rate sits next to your automation rate. You can finally tell conversations without a handoff from those that actually succeeded.
Which topics weigh the most?
Topics are ranked by impact, combining volume and unresolved share. You know exactly where to start.
Why did a conversation fail?
One click opens the conversations behind a number, with the AI’s verdict and its reasoning. Every result can be checked.
What’s missing from your knowledge base?
Missing information is flagged and grouped by topic. It becomes a clear list of content to write.
How do customers experience the exchange?
CX Score rates every conversation, not just the ones that get a vote. The topics that hurt the experience rise to the top.
AI spots new topics as they emerge in your conversations. You approve, rename or add your own, and run a new detection whenever you want.
Resolution, knowledge gaps and CX Score, compared on your own conversations.
Use cases
What a complete review reveals
Common situations, detected automatically.
Topic
Banking
Since the new app launched, this request was lost in “Other”. AI spots it and suggests making it a topic of its own.
Resolution
Insurance
The bot points to the customer portal without answering. No handoff, so it looks automated, yet AI marks these conversations as unresolved.
Knowledge gap
E-commerce
The question comes up every day and your agent doesn’t have the answer. AI flags the gap: a single article closes it.
CX Score
Transport
The answer comes, but only after several follow-ups. Resolved, but painful: CX Score reveals it, and you simplify the flow.
Support
A dedicated project manager for your performance
Data alone isn’t enough. Your ViaSay project manager analyzes it with you and helps you decide.
A dedicated contact
They know your agent, your contact topics and your goals.
A monthly review
Results, priority topics and conversations reviewed together, to decide on next steps.
Custom analyses
Have a question about your customers? We study your conversations to answer it. The answer is often already there.
Concrete improvements
Content rewrites, large-scale testing, flow adjustments: we implement the fixes with you.
Real example
A procedure asked customers to find their confirmation email. Rewritten to give the exact subject line to search for, it multiplied the resolution rate for this type of request by five.
Included
Built in, included, under your control
No extra module to buy, no extra tool to connect.
Built in
Active on every completed conversation, scripted flows included.
No extra cost
Included in your plan. Resolution is measured to guide you, never to bill you more.
Under your control
Your topics, your filters, your exports. Every conversation stays readable.
Always improving
Every new capability is included.
Frequently Asked Questions
01.
What is AI Quality Monitoring?
AI Quality Monitoring is the ViaSay feature that reviews every completed conversation your AI agent handles. An evaluation model identifies the contact topic, determines whether the request was resolved, flags missing information and calculates a CX Score out of 10.
The results feed the Analytics dashboard. The feature is included in every ViaSay plan.
02.
How does the AI decide that a conversation is resolved?
It applies a fixed set of criteria. A conversation is resolved when the agent answered the request, pointed to the right resource or handed over correctly to a human agent.
It is unresolved when the answer is generic, the request is misunderstood or the conversation hits a dead end. Customer sentiment is measured separately, in the CX Score.
03.
What is the difference between resolution rate and automation rate?
The automation rate counts conversations without a handoff to a human agent, including those that failed. The resolution rate counts conversations where the request was actually handled.
ViaSay shows both side by side. The resolution rate is the one that helps you improve your service.
04.
Does CX Score replace CSAT?
No. CSAT reflects the votes of customers who answer the survey. CX Score rates every completed conversation, based on resolution (40%), expressed sentiment (30%) and customer effort (30%).
Read them together. A gap between the two is a signal worth investigating.
05.
Can the evaluation model make mistakes?
Yes, like any reviewer facing an ambiguous conversation. That’s why every conversation stays readable and can be checked.
Because its criteria are applied the same way every time, comparisons between topics and periods remain reliable.
06.
Is AI Quality Monitoring an extra cost?
No. It is included in your ViaSay plan, together with support from your project manager and a monthly review.
07.
Does the analysis slow down my AI agent?
No. The evaluation runs in the background after each conversation. It never interferes with your customer conversations.