QA and sentiment,monitored on every call
Monitor 100% of interactions automatically. AI flags what needs review. Track sentiment and score directly in your CRM. Operationalize QA and VoC programs that scale.
"Oversai QA positions itself as a powerful tool for customer service teams. The most valued aspect is that Oversai allows for the analysis of 100% of customer interactions thanks to its AI, saving hours of manual review and enabling the auditing of hundreds of additional tickets."
Fernando C.
Quality and Customer Experience Analyst, eCommerce
Mid-Market (51-1000 employees)
"AI — From conversation to data, from data to action, from action to good results. Thanks to its artificial intelligence suite, it turns 100% of customer interactions into valuable data, performing automatic quality analysis and real-time emotion detection."
Sabrina N.
Training and Quality Coordinator
Mid-Market (51-1000 employees)
"The platform is very effective, saves significant time by reducing manual processes, and delivers visible results. I also value the professionalism and support of the Oversai team."
Verified User
Mid-Market (51-1000 employees)
"I highlight the support and accompaniment. I also find the prices very competitive."
Mateo F.
CX Manager
"The platform's embedded focus on relying on AI and automating the processes is the biggest plus of the platform."
Diptopal C.
Head of Quality Control Department
"Your value proposition is the customization of any project; the tool is too versatile, which is a competitive advantage that prevents me from being confined to a mold, which happens with other providers."
Juan Carlos T.
Lead of Training
"The ease of integration with our tools (CRM) and the simple way to load our parameters for auditing."
Luis Edgardo G.
Leader of Operations Enablement
"The AI functionality has allowed us to score hundreds more tickets than our manual QA agent was whilst giving us valuable insight into the services we were providing."
Verified User
"The AI function is brilliant and enables us to review hundreds more tickets whilst saving me valuable time as I no longer have to manually spend hours reviewing emails and listening to calls."
Verified User
"The best thing about Oversai is that the whole process is personalized."
Verified User
"The emotional connection evaluation is fantastic. The AI identifies emotions in real-time, which is very useful for improving customer experience and detecting opportunities for communication improvement."
Fernando C.
Quality and Customer Experience Analyst, eCommerce
Mid-Market (51-1000 employees)
"The ease of use and clear dashboards make it intuitive. The platform presents clear reports and allows for easy identification of both strengths and training needs. The support from account managers and the speed of response are highly notable points."
Fernando C.
Quality and Customer Experience Analyst, eCommerce
Mid-Market (51-1000 employees)
"By integrating into agents' platforms, it optimizes the customer experience, automates processes, and improves team productivity. The AI evaluates the emotional connection during quality audits, while analysts can focus on reviewing critical processes."
Sabrina N.
Training and Quality Coordinator
Mid-Market (51-1000 employees)
"The contribution to continuous improvement is remarkable. It facilitates feedback, helps evaluate communication skills, and supports the personalized development of agents. This has transformed how we approach quality assurance."
Fernando C.
Quality and Customer Experience Analyst, eCommerce
Mid-Market (51-1000 employees)
Native Integrations for Your Platform
Oversai integrates natively with leading customer service platforms. Get AI-powered QA & VoC directly in your existing workflow.
Don't see your platform? Contact us to discuss integration options.
Simple QA Process for CX
Operationalize quality assurance and voice of customer programs with AI automation and human expertise working together seamlessly.
The Observability Platform follows a three-step process: First, complete visibility across all interactions provides a unified view of every customer touchpoint. Second, AI pre-evaluates interactions and intelligently routes work to human reviewers based on priority and expertise. Third, human-in-the-loop QA teams evaluate interactions directly in their CRM using the Chrome extension, with AI-assisted scoring that accelerates the review process. This workflow transforms QA from a bottleneck into a scalable operational capability that improves customer experience continuously.
Complete Visibility Across All Interactions
See every customer interaction—AI and human—in one unified view. No more siloed data or missing context. Track conversations across channels, monitor agent performance in real-time, and understand exactly what's happening in every customer touchpoint.
Benefits:
- •Identify quality issues before customers complain
- •Spot trends and patterns across interactions
- •Make data-driven decisions with confidence
- •Ensure consistent quality across all channels
AI Pre-Evaluates, You Review What Matters
AI automatically evaluates every interaction and flags ones that need human review. Your team focuses on cases that require expertise—edge cases, escalations, and opportunities for improvement. No more manually reviewing hundreds of interactions that passed quality standards.
Benefits:
- •Reduce QA workload by up to 80%
- •Focus human auditors on high-value reviews
- •Automatically route work based on priority and expertise
- •Ensure no critical interaction slips through
Human-in-the-Loop QA: Evaluate Right in Your CRM
Your QA team evaluates interactions directly within Salesforce, HubSpot, Zendesk, or any CRM—no switching between tools. The Chrome extension brings AI-powered insights and evaluation tools directly into your existing workflow. Review, score, and provide feedback without leaving the context where you work every day.
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. Define what quality means to your business in plain language, and let AI measure it consistently across all interactions.
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. Auto QA scales to analyze every interaction or focus on specific segments, giving you complete control over coverage and costs. Get instant feedback on agent performance with detailed scoring across accuracy, empathy, resolution, and adherence to guidelines.
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. Track sentiment trends, correlate with agent performance, and proactively address issues before they escalate.
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. Generate comprehensive reports, drill down into specific time periods or agent performance, and make data-driven decisions with confidence.
Key Features
- Predictive analytics and forecasting
- Multi-dimensional data analysis
- Custom report generation
- Historical trend comparison
- Automated insight generation
Monitoring & Observability
Centralize KPIs and metrics from different sources in one central dashboard. Configure monitors with healthy thresholds for proactive operations.
Monitor all your metrics at a glance
View all your configured monitors in one place. See at a glance which metrics are healthy, which are approaching thresholds, and which need immediate attention. Get alerts when any metric enters a "risky" zone.
- Health status indicators show which metrics are healthy, at risk, or need attention
- Proactive monitoring identifies issues before they become problems
- Unified view of all monitors in one dashboard for complete operational visibility
Configure monitors for proactive operations
Set up monitors for any KPI or metric you want to track. Define healthy thresholds for each one, and get instant visibility into which metrics are performing well and which need attention.
Select Metrics
Choose KPIs or calculated metrics from any source—various platforms or Oversai-calculated metrics.
Set Thresholds
Define healthy ranges for each metric. Set upper and lower bounds that indicate optimal performance.
Monitor Status
Get a clear, proactive view of your operation. See which metrics are healthy and which need attention.
Alerts
Get notified when metrics enter risky zones. Proactive alerts help you address issues before they escalate.
Operationalize Your QA & VoC Program
Move from reactive quality checks to proactive operational excellence
Operationalize QA
Transform QA from a reactive process to an operational capability. Automate evaluations, route work intelligently, and give your team tools that work where they already work.
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.
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 workflow.
Simplify QA. Amplify Impact.
Stop managing QA in spreadsheets and separate tools. Get complete visibility, automate evaluations with AI, and empower your team with a Chrome extension that works right in your CRM. Operationalize QA and VoC programs that scale with your business.