Introducing Assisted QA: Human Expertise Meets AI-Powered Review
Mark Hughes
CEO & Co-Founder
Today we're launching Assisted QA, a new capability inside Manual QA that brings the power of AI into every human review — cutting the time it takes to evaluate a single conversation by 60%
Auto QA already evaluates 100% of your interactions the moment they close, surfacing trends, flagging issues, and scoring performance at a scale no human team could match. But for the conversations that need more than an automated score, Manual QA has always been the answer. The edge cases. The sensitive interactions. The high-stakes evaluations where a human reviewer's judgment isn't optional — it's the point.
But that work isn’t fast. Opening a conversation, reading through it, scoring each section of a scorecard one by one — it adds up. Multiply that across hundreds of conversations a week, and QA starts to feel less like a quality program and more like a bottleneck.
Assisted QA changes that equation.
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Still human-led. Now AI-powered.
Assisted QA doesn't change who's in charge of the review — it just makes them faster. Reviewers can lean on AI suggestions as much or as little as they want. Score a section manually, run Assisted QA on the next, come back and override a suggestion that doesn't feel right. The workflow bends to the reviewer, not the other way around.
This also means the quality of your Manual QA program compounds over time. Every human-verified score feeds back into the Auto QA model, making automated evaluations sharper with each cycle. The human-led and AI-led parts of your QA program aren't separate tracks — with Assisted QA, they're one continuous loop.
The power of Auto QA, inside every human review
Assisted QA brings the same AI that powers our Auto QA engine directly into the Manual QA workflow. When a reviewer opens a conversation, they can generate AI-suggested scores and reasoning for any section of the scorecard instantly, then verify, adjust, or override based on their own expertise. The AI does the heavy lifting on the first pass; the reviewer applies the judgment that makes the score meaningful.
The result is a 60% reduction in time-per-review, without sacrificing the accuracy or accountability that human QA is built on.
For every kind of conversation
Assisted QA works across every channel your team reviews — chat, phone, video, and email. However your support team operates, and however your QA program is structured, Assisted QA fits in.
Assisted QA is available now inside Manual QA. Get in touch to learn more or see it in action.
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