Solution

    Evaluate every customer interaction

    Score calls, chats, emails, and tickets against your quality standards. Identify coaching opportunities, compliance issues, and recurring customer problems — across all of your volume, not a sample.

    For quality and support operations teams

    What Kynesis evaluates in support

    Voice calls

    Recordings are transcribed and scored on accuracy, empathy, process, and resolution.

    Chat and email

    Live chat transcripts and email threads scored against the same standard.

    Helpdesk tickets

    Full ticket threads, including context, tags, and custom fields.

    Agent performance

    Per-agent scorecards, trends, and criterion-level coaching priorities.

    Policy and script compliance

    Required disclosures, verification steps, and prohibited statements.

    Customer problems

    Recurring reasons for contact and the friction behind them.

    Reviewers stay in control

    Score override

    Any criterion can be adjusted by a QA analyst, with the change recorded.

    Calibration

    Calibration sessions keep reviewers and the AI aligned on the same standard.

    Agent disputes

    A challenge workflow with SLA tracking, resolved against the quoted evidence.

    Coaching threads

    Structured feedback attached to the real conversation it refers to.

    Rolling it out

    1. 01

      Import a sample

      Connect Zendesk, Intercom, Salesforce, or HubSpot, or bulk-upload transcripts.

    2. 02

      Encode your scorecard

      Your existing sections, weights, and critical-failure rules.

    3. 03

      Run a calibration pilot

      100–200 conversations your team already scored, compared on agreement and critical-failure recall.

    4. 04

      Switch on continuous QA

      Full coverage, with human review on the queues that need it.

    See what Kynesis can uncover in your customer interactions and AI systems.

    Call quality assuranceAutomated quality assurance