Use caseQuality assurance
Every case reviewed against your standards.
Agents review every case, human or agent, against your policies and procedures, flag what broke, and route the fix to the right owner so the same issue does not repeat.
How it works
From a closed case to a fix that sticks.
- 01
Comes in
Every closed case is picked up for review, whether a person or an AI agent handled it, across chat, email, calls and back-office work.
/review└ 412 cases closed this week› 268 by people · 144 by agents› scorecard: complaints v4✦ 412 of 412 queued - 02
Worked across teams
Each case is scored against your scorecard. Findings go to the team lead, the policy owner or the agent builder, with the evidence.
/findings› complaint not logged · 9 cases› refund reference missing · 37› routed to complaints team lead‖ procedure change · awaiting owner - 03
Closed with evidence
Fixes are tracked until they land, and the next week’s reviews show whether the issue stopped.
/verify✓ procedure updated✓ 37 cases corrected✓ issue rate back under target✓ audit pack exported
Systems
Reads every channel your cases come through.
Agents read conversations and case records where they already live, and send findings to the people who own the fix.
- Zendesk
- Intercom
- Gmail
- Twilio
- Call recordings
- Salesforce
- HubSpot
- Snowflake
- Google Drive
- Notion
- Procedure documents
- Slack
- Jira
Security and governance
for every agent action.
Agents act only within the permissions you set, pause for approval on high-risk steps and log every action with its evidence. No AI training on your data.
Read moreScoped permissions
Decide which systems, actions and limits each agent can use. Nothing happens outside that scope.
Human approval
Set approval points for high-risk steps. Agents pause and route the decision to the right person.
Full audit trail
Every action is logged with what was done, why, and the evidence behind it, ready for audit.
Certified security
SOC 2 Type II, GDPR and PCI DSS. AES-256 encryption at rest and TLS in transit.
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