AutoQA: AI Quality Assurance for Every Customer Conversation

Customer service quality assurance software for AI and human support

IrisAgent AutoQA is customer service quality assurance software that reviews and scores support conversations against your team's quality rules. Apply the same standards to AI and human agents, with rules written in plain English for tone, process adherence, escalation and resolution quality.

See the score and the rule-level evidence

Each reviewed conversation receives a QA score from 0 to 5. Open a review to see which evaluated rules passed or failed, explanations for failed rules, and highlighted conversation messages that triggered a violation. Filter reviews by result, rule or severity to focus on the cases your team needs to examine.

Why 100% QA Coverage Matters

Industry benchmarks put manual quality monitoring in contact centers at roughly 2% to 5% of interactions. We broke down what that sampling gap costs in why sampling 5% of conversations is costing you customers: at 50,000 tickets a month, reviewing 5% leaves more than 47,500 conversations unreviewed, so quality and compliance risks surface only after a customer escalates.

That gap widens once AI agents enter the mix. An AI agent can resolve thousands of conversations a day, and a 3% sample tells you almost nothing about the edge cases where it answered wrongly. AutoQA scores every conversation against your own criteria, so detection no longer depends on which tickets a reviewer happened to pull. Pre-launch checks catch a different class of failure, covered in our guide on how to test an AI agent before it goes live. After launch, conversation scoring works best next to request-level traces, which we cover in AI agent observability in production.

Support teams running IrisAgent report results across deflection, handle time, and resolution rates in our customer success stories. Learn more about the IrisAgent team building these capabilities.