Continuously scoring
100%
Every interaction scored
Continuous auto-QA across voice, chat, and email, no random sampling. Coverage that grows while supervisors stay in control.
Score every interaction. Not just a sample.
Orvera AI Quality Management unifies auto-QA, compliance scoring, sentiment analysis, and interaction evidence into one executive view of service quality.
Why automated QMManual QA sampling vs.
Manual QA sampling vs.
one automated QM layer.
Sampling a handful of conversations leaves quality and compliance mostly unseen. Automated QM scores every interaction and links each score to evidence.
Manual sampling
1-3%of conversations reviewed
- Only 1 to 3% of conversations reviewed
- Inconsistent, manual scorecards
- Scores without evidence
- Findings that rarely drive change
Automated QM
100%scored, automatically
- 100% of interactions scored
- Process-specific scorecards
- Every score linked to evidence
- Insight that drives coaching and change
One quality viewOne QA record. Every signal.
One QA record. Every signal.
Quality you can explain.
Transcript, process standards, compliance rules, sentiment, and interaction evidence converge into a single QA record, so every score is reviewable, not a black box.
Transcript
Process standards
Compliance rules
Sentiment
Interaction evidence
Interaction #QA-48201 Auto-evaluated · Pass
LiveWeighted average92 · Pass
ComplianceAll checks met
Criteria met6 of 7
SentimentPositive · 92
Every score linked to evidence
How it works
How AI Quality Management creates enterprise QA visibility.
One interaction, one QA record. Watch a score build from process-specific criteria, link to its evidence, and turn into the next coaching action.
01 Evaluate
Evaluate every interaction
Move from limited manual reviews to continuous visibility. Inbound and outbound calls, chats, emails, and assisted interactions are auto-evaluated, no random sampling required.
02 Scorecards
Scorecards around every process
Quality standards that match how each process actually works. Parameters, weights, pass/fail logic, and fatal compliance checks adapt to the industry, channel, and workflow being measured.
03 Evidence
Connect every score to evidence
Every score is explainable. Weighted scores, criteria results, compliance outcomes, and sentiment link back to the exact transcript evidence behind them, so supervisors see why a conversation passed or failed.
04 Drivers
Surface drivers behind quality & compliance
Identify the patterns across teams, processes, and channels: missed disclosures, weak closings, unresolved interactions, prioritised by audit readiness and customer-experience impact.
05 Improve
Turn QA insight into improvement
Convert findings into action: coach agents with transcript-backed evidence, improve AI agent prompts and scripts, and refine the workflows where QA reveals repeated friction.
Evaluate
Evaluate every interaction
Move from limited manual reviews to continuous visibility. Inbound and outbound calls, chats, emails, and assisted interactions are auto-evaluated, no random sampling required.
Scorecards
Scorecards around every process
Quality standards that match how each process actually works. Parameters, weights, pass/fail logic, and fatal compliance checks adapt to the industry, channel, and workflow being measured.
Evidence
Connect every score to evidence
Every score is explainable. Weighted scores, criteria results, compliance outcomes, and sentiment link back to the exact transcript evidence behind them, so supervisors see why a conversation passed or failed.
Drivers
Surface drivers behind quality & compliance
Identify the patterns across teams, processes, and channels: missed disclosures, weak closings, unresolved interactions, prioritised by audit readiness and customer-experience impact.
Improve
Turn QA insight into improvement
Convert findings into action: coach agents with transcript-backed evidence, improve AI agent prompts and scripts, and refine the workflows where QA reveals repeated friction.
Inside auto-QA
Orvera grades every interaction and shows its work.
Full coverage across AI, human, and assisted interactions, scored on process-specific criteria, tied to transcript evidence, with the drivers behind each result rolling up into one leadership view.
Coverage · all interactions0% sampled
100%
Scored
Every interaction auto-evaluated
Voice, chat, email, AI agents, and Agent Assist - not a 1-3% sample.
Voice4,120100%
Chat3,880100%
Email2,540100%
AI agents5,210100%
Assisted1,970100%
01 / 07
- Coverage · all interactions0% sampled100%Scored
Every interaction auto-evaluated
Voice, chat, email, AI agents, and Agent Assist - not a 1-3% sample.
Voice4,120100%Chat3,880100%Email2,540100%AI agents5,210100%Assisted1,970100%01Evaluate every interaction
Move quality management from limited manual reviews to continuous visibility across customer interactions. Orvera AI helps teams understand service quality across voice, chat, email, AI agents, Agent Assist, and human-led conversations without depending only on random sampling.
- Analyze inbound calls, outbound calls, chats, emails, and assisted interactions
- Review AI bot conversations, human agent conversations, and Agent Assist workflows
- Track quality across campaigns, departments, queues, processes, and channels
- Expand QA coverage while keeping supervisors and quality teams in control
- Scorecard · Billing support WeightedGreeting & verification15%Active listening15%Problem resolution30%Professional closing10%Compliance disclosureFatal checkWeighted score92Pass02
Build scorecards around every process
Create quality standards that match the way each enterprise process actually works. Orvera AI's QM adapts parameters, weights, pass/fail logic, and compliance rules according to the industry, organization, channel, and workflow being measured.
- Define criteria for greeting, active listening, problem resolution, compliance disclosure, professionalism, closing, and more
- Configure weights, thresholds, required parameters, and fatal compliance checks
- Support industry-specific standards, enterprise SOPs, campaign rules, and department-level workflows
- Keep QA consistent while allowing each process to have its own quality definition
- One QA layerUnifiedStructured QA across automation, assisted service & human teamsAI agents94Human agents88Agent Assist9103
Bring AI, human, and assisted interactions into one QA layer
Unify quality management across every type of service execution. Whether the interaction is handled by an AI voice agent, a chat agent, a human agent, or a human agent supported by Agent Assist, Orvera AI applies structured QA to understand what happened and how well the process was followed.
- Evaluate AI agents taking calls, chats, emails, or process-driven conversations
- Run separate auto-QA for human agents making or receiving calls
- Review Agent Assist performance by comparing guidance, agent behavior, and interaction outcomes
- Compare quality performance across automation, assisted service, and human teams
- QA record#QA-48201Weighted avg92 · PassCriteria met6 of 7ComplianceAll metSentimentPositive · 92Transcript evidence · 00:14
“I can confirm the duplicate charge, I've reversed it for you.”
Every score linked to the evidence behind it - explainable QA04Connect every score to interaction evidence
Make every quality score explainable and reviewable. Orvera AI connects weighted scores, criteria results, compliance outcomes, and sentiment to the exact interaction evidence behind them, helping supervisors understand why a conversation passed, failed, or needs review.
- View weighted average, criteria met, compliance status, and sentiment in one QA record
- See parameter-level feedback for every evaluated criterion
- Link scores to transcript evidence, customer statements, agent responses, and interaction summaries
- Understand whether failures came from script gaps, missed disclosures, weak resolution, or agent execution
- Quality drivers Top gapsMissed compliance disclosures214Weak closings158Unresolved interactions124Incomplete greetings83Prioritised by audit readiness & customer-experience impact05
Surface the drivers behind quality and compliance outcomes
Identify the patterns that explain performance across teams, processes, and channels. Orvera AI shows where customer interactions are breaking down, why compliance is failing, and which behaviors most affect service quality.
- Detect missed compliance disclosures, incomplete greetings, weak closings, and unresolved interactions
- Identify recurring issues across campaigns, bots, agents, queues, and departments
- Separate tone and professionalism issues from process and compliance failures
- Prioritize the quality gaps most likely to affect customer experience, audit readiness, and operational performance
- Improvement · trackedIn motionAppliedCoach agentsTranscript-backed evidenceAppliedImprove AI promptsScripts, disclosures, routingAppliedRefine workflowsWhere friction repeatsAfter changes shippedCompliance +9 pts06
Turn QA insight into service improvement
Convert quality findings into focused operational action. Orvera AI helps teams move from scorecards and reporting into coaching, workflow refinement, bot improvement, and process governance.
- Coach human agents using clear feedback and transcript-backed evidence
- Improve AI agent prompts, scripts, disclosures, routing, and handoff behavior
- Refine workflows where QA reveals repeated friction, unresolved requests, or missed next steps
- Track whether quality, compliance, and resolution improve after changes are made
- Executive qualityLast 30 daysQA score trend+13 ptsQA score91Compliance98%Sentiment+18Governed access Auditableacross teams07
Give leaders one executive quality view
Make quality performance visible, measurable, and decision-ready for leadership. Orvera AI gives operations, CX, compliance, and contact center leaders one place to understand how service is being executed across the enterprise.
- Bring quality scores, compliance results, sentiment, criteria trends, and interaction evidence into dashboards
- Compare performance across AI agents, human agents, teams, channels, campaigns, and processes
- Track QA trends across voice, chat, email, and Agent Assist workflows
- Support governed access, auditability, reporting, and enterprise quality oversight
CapabilitiesEverything you need to
Everything you need to
score, explain, and improve.
Auto-QA, compliance, sentiment, and evidence in one quality layer, governed throughout, across AI, human, and assisted interactions.
Process-specific scorecards
Criteria, weights, thresholds, and pass/fail logic tuned to each industry, department, campaign, and workflow.
GreetingListeningResolutionClosing
Fatal compliance checks
Required disclosures flagged as fatal, every time they are missed.
DisclosuresSOPsAudit
AI, human & assisted QA
One QA layer for AI agents, human agents, and Agent Assist workflows.
Sentiment + criteria
SentimentToneProfessionalism
Evidence-linked scores
Every score linked to transcript evidence, customer statements, and agent responses.
Coaching from real evidence
Clear, transcript-backed feedback that drives agent and bot improvement.
Governed reporting & audit
Governed access, auditability, and enterprise quality oversight for leadership.
Quality lifecycle
Quality that scores every interaction, not the 2% a team can listen to by hand - and turns each score into coaching.
01
Load your scorecard
Your existing evaluation forms, compliance checks, and rubrics become automated scorecards - the same criteria your team already trusts.
02
Calibrate on real calls
Auto-scores are calibrated against your QA analysts on a sample set until the AI grades the way your best evaluators do.
03
Score every interaction
Once calibrated, every call, chat, and email is scored automatically with evidence and timestamps - nothing goes unreviewed.
04
Coach from the gaps
Low-scoring moments group into clear coaching themes per agent and team, so supervisors coach instead of hunting for examples.
Speed to value
From a 2% manual sample to scoring 100% of interactions.
1-2weeks
to full-coverage scoring.
- Runs on the scorecards your evaluators already use
- Calibration is a quick pass against your best reviewers
- 100% of conversations scored, not a hand-picked few
Timelines depend on scorecard complexity and calibration depth.
Enterprise-ready
Every score is backed by transcript evidence, access is role-based, and the full evaluation history is retained - so quality decisions hold up under review.
Evidence for every score
Each result links to the exact transcript moments and criteria behind it.
Calibrated and consistent
The same rubric applies to every agent, team, and channel, with no evaluator drift.
Audit-ready trail
Scores, changes, and disputes are logged and retained for compliance.
Governed access
Reporting, calibration, and score overrides are permission-controlled.
See service quality in one view.
Bring auto-QA, compliance scoring, sentiment, and interaction evidence into one executive view of quality and performance.