From Zero to AI-First QA: How Clivi Health Built an Automated Quality Program

Overview

Clivi Health combines virtual care, remote monitoring, and multidisciplinary guidance to help people manage diabetes, obesity, and related conditions. As patient volume grew, Clivi needed a quality program that could match the pace of a 100% digital clinic without slowing clinical operations or adding manual review overhead.

The Challenge

Clivi set an ambitious goal: build a modern QA program from zero, fully automated with AI, and capable of detecting improvement opportunities and critical errors across patient interactions.

• •Manual spot checks created blind spots and delayed feedback for patient-facing teams.
• •Inconsistent CSAT collection made it difficult to understand sentiment and root causes across conversations.
• •Evaluations, coaching, and score governance were fragmented across disconnected workflows.
• •Growing patient volume required consistent quality without adding manual review headcount.

The Solution

Clivi and Oversai co-designed a QA framework that blends automation, analytics, and governance from day one.

• •AutoQA scorecards built from Clivi quality standards for accuracy, empathy, resolution, and compliance.
• •AI tagging for appointment setup, medication guidance, billing, escalations, and other key patient intents.
• •Dual-sided sentiment tracking to understand both patient experience and agent experience.
• •CloudTalk and HubSpot integrations so calls, CRM context, and interaction data flow into one QA program.
• •Role-based dashboards for QA and team leads, making coaching visible, measurable, and repeatable.

Impact & Results

Oversai helped Clivi move from limited manual sampling to an AI-first operating model for quality, coaching, and accountability.

• •Implementation completed in 10 days, giving Clivi a working AI-first QA program from the start.
• •QA coverage increased by 600%, moving from ad-hoc samples to near-total visibility through AutoQA.
• •The QA team moved from 3 evaluations per agent each week to 3 evaluations per agent every day.
• •Rare but critical errors surfaced automatically, giving leaders faster access to coaching and compliance moments.
• •Quality scores became part of agent bonuses, aligning incentives with patient satisfaction.
• •Team leads gained daily drill-down dashboards by agent, team, topic, sentiment, and outcome.

Looking Forward

After a successful rollout with the Support team, Clivi is expanding Oversai QA to Sales. The same AI insights that improved patient support will now help sharpen discovery conversations, improve follow-ups, and strengthen a culture of accountability across every customer touchpoint.