Automate QA & VoCfor Gladly
Analyze 100% of your Gladly interactions with AI-powered quality assurance. Get real-time sentiment tracking, automated evaluations, and complete visibility—all directly in your Gladly workflow.
Native Gladly IntegrationQA & VoC Built for Gladly
Seamlessly integrate quality assurance and voice of customer analysis into your existing Gladly workflow. No disruption, maximum impact.
Complete Visibility Across All Gladly Interactions
Monitor every customer interaction in Gladly—tickets, chats, and conversations. Get unified visibility into agent performance, customer satisfaction, and quality metrics all in one place.
Benefits:
- •Track all Gladly tickets and conversations in real-time
- •Identify quality issues before they escalate
- •Spot trends and patterns across your Gladly data
- •Ensure consistent quality across all Gladly channels
AI Pre-Evaluates, You Review What Matters
AI automatically evaluates every Gladly interaction and flags ones that need human review. Your team focuses on cases that require expertise—edge cases, escalations, and opportunities for improvement.
Benefits:
- •Reduce QA workload by up to 80%
- •Focus human auditors on high-value Gladly reviews
- •Automatically route work based on priority and expertise
- •Ensure no critical Gladly interaction slips through
Human-in-the-Loop QA: Evaluate Right in Gladly
Your QA team evaluates interactions directly within Gladly—no switching between tools. The Chrome extension brings AI-powered insights and evaluation tools directly into your existing Gladly workflow.
Benefits:
- •Zero context switching—evaluate where you already work
- •AI suggests scores based on quality criteria—you confirm or adjust
- •See sentiment, compliance flags, and quality metrics inline
- •Complete evaluations 3x faster with AI-assisted scoring
Additional Observability Modules
Powerful modules that work together to provide complete visibility into your AI and human agent operations
AI Metrics
Turn qualitative observations into quantitative metrics using AI prompts
Use natural language prompts to define and track custom metrics from conversations and interactions. AI analyzes qualitative data—like empathy, professionalism, or problem-solving approach—and converts them into quantifiable scores you can monitor over time.
Key Features
- Define metrics with natural language prompts
- Convert qualitative data into quantitative scores
- Track custom quality dimensions over time
- Real-time metric calculation and dashboards
- No-code metric configuration
Auto QA
Analyze up to 100% of interactions with AI-powered quality assurance
Automatically evaluate interactions against your quality standards, compliance requirements, and best practices. Choose the volume that fits your budget—from a sample to 100% coverage.
Key Features
- Analyze up to 100% of interactions
- Choose volume based on your budget
- Automated quality scoring at scale
- Custom evaluation criteria
- Real-time feedback and alerts
Voice of Customer
Sentiment analysis and customer feedback tracking in real-time
Understand customer sentiment and satisfaction at scale. Analyze conversations in real-time to detect frustration, identify pain points, and measure overall customer experience.
Key Features
- Real-time sentiment detection
- Emotion classification
- Customer satisfaction scoring
- Trend analysis and forecasting
- Integration with feedback systems
Advanced Analytics
Deep insights with predictive analytics and comprehensive reporting
Unlock powerful insights with AI-driven analytics that go beyond surface-level metrics. Analyze patterns across conversations, predict future trends, and identify opportunities for optimization.
Key Features
- Predictive analytics and forecasting
- Multi-dimensional data analysis
- Custom report generation
- Historical trend comparison
- Automated insight generation
Operationalize Your Gladly QA & VoC Program
Move from reactive quality checks to proactive operational excellence
Operationalize QA for Gladly
Transform QA from a reactive process to an operational capability. Automate evaluations, route work intelligently, and give your team tools that work directly in Gladly.
Voice of Customer Insights
Understand customer sentiment at scale. Track satisfaction trends, identify pain points, and correlate feedback with agent performance—all in real-time from your Gladly data.
AI + Human Intelligence
Leverage AI for speed and scale, human expertise for judgment and nuance. The Chrome extension brings both together seamlessly in your existing Gladly workflow.
Simplify QA. Amplify Impact.
Stop managing QA in spreadsheets and separate tools. Get complete visibility into your Gladly interactions, automate evaluations with AI, and empower your team with a Chrome extension that works right in Gladly.