# Automated Quality Assurance

## See everything. Act on what matters.

Score 100% of interactions automatically, surface what needs attention, and route targeted training to the right people.

[Book a Demo](/content/demo/index.html)

## Workloads

- Evaluations
- Tier 3 Honduras
- Escalations
- CS Onboarding '25

### Individual conversations

- Duplicate invoices generated for one transaction
   
   If this issue isn't resolved online soon, you can deposit your check at the branch as a backup. Does that work for you?

4d ago

- Yes, that works. Thank you for checking the hours for me.

Please let me know if the tech team finds anything.

4d ago

Absolutely, Jane! I've also pulled up your recent transaction history, and I noticed a large deposit from last month that may not have been fully cleared. I can help you look into this further if needed.

4d ago

### Effective Resolution

Agent mentioned a customer's recent transaction history unrelated to the issue at hand without explicit consent, potentially breaching data privacy protocols. This needs to be flagged for compliance review and further agent training to ensure customer information is only referenced when relevant and necessary for resolving the issue.

#### Violates SOP: Customer Interaction Compliance Policy: Ensuring Legal and Ethical Standards →

- Uh, thanks, but I was just asking about my mobile deposit issue, not my previous transactions. Can we stay focused on that?

4d ago

I apologize for bringing up unrelated details, Jane. You're right let's stay focused on resolving your current issue. I've

4d ago

### Details

### Review

His questioning also fell short in identifying customer needs. To progress, he must prioritize understanding the customer's perspective thoroughly and develop a clear, direct communication approach.

#### Opening
- Meeting Customer Needs: 45%
- Effective Resolution: 95%
- Communication Skills: 95%
- Product Knowledge: 95%
- Total score: 95%

### Insights

#### Churn Risk
- Compliance risk

### Review

Negative Sentiment

### Sampling hides issues. Auto QA exposes them.

Score every interaction automatically

Get complete visibility across channels with automated scoring for 100% of interactions.

- Attention Needed

Review the highest risk issues and errors. High-risk issues are flagged to your QA team for immediate review and action.

### Evaluations

ID #2735248723952340
- Calibrate: 88
- AQS: 9s
- FRT: 1m 8s
- Handle time: Auto QA analysis

- Product knowledge: 8/10
- Active listening: 9/10
- Closing skills: 6/10
- Sales technique: 8/10

### Build a QA engine tailored to your team.

Solidroad's AI model is trained on your real conversations, policies, and scorecards, so that every reviewed interaction is scored according to your voice, workflows, and expectations.

### Scale QA coverage from 1% to 100%.

No sampling. No backlog. Solidroad reviews every interaction across your human and AI agents, giving your QA team visibility into what's actually happening across support.

### Identify high-risk interactions.

Pattern detection and scoring logic work together to surface interactions that pose customer, compliance, or brand risk, and elevates them to your QA team for immediate review.

### We have complete visibility into quality across hundreds of thousands of conversations.

Alex Dimitrov
Head of Learning and Development

18% Reduction in average handling time

3% Increase in CSAT scores

### Case study

[Case study](/content/customers/crypto/index.html)