The Next Generation of Quality
Future-proof your customer service quality assurance software with realtime AI-driven QA using Pathlight. Automatically detect sentiment, grammar, spelling, track specific phrases, and annotate each interaction in a single view - allowing faster and frictionless quality monitoring. You can customize templates for each channel or ticket type, allowing your company's processes and policies to align with every scorecard.
Pathlight AI is used as an assistant to your quality assurance scorecards to help your customer service team stay efficient and accurate, without replacing the human element. Using AI as a helping hand can help save your quality team hours each week, while keeping scorecard accuracy and consistency.
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Save Time on Every QA Scorecard
Automatically assign scorecards to your monitors, so they can easily know which tickets to grade. Use Pathlight’s side-by-side mode to compare tickets and your templates in a single view. Our customer service quality assurance software saves hours for our customers' quality monitors each week.
Reduce Budget with AI Assistance
Modernize your customer service quality assurance software by making QA processes smarter, faster, and frictionless. Leverage machine learning and intelligent automations to automatically detect communication gaps, sentiment, grammar and spelling errors, to make your quality team more efficient. Pathlight is helping reduce budget on headcount and maximize employee retention across the entire customer service organization.
Every Channel, One Platform
Pathlight’s customer service quality assurance software connects multiple sources into a single platform. Score communications patterns across chat, phone, email, and more. Deliver focused feedback to provide quality customer care consistently across all support channels and agents in a singular view. Scorecard templates can be customized by each communication type, as well as each product line - allowing your team to stay efficient no matter what type of interaction they are monitoring.
With Pathlight QA, you get:
Omnichannel Support
QA conversations across chat, email, and phone.
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Custom Scorecards
Customize scorecards to meet your business and support needs.
Automatic Assignment
Assign tickets to graders based on tags, ticket status, and other fields.
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Root-cause Analysis
Drill down QA scores to identify specific interactions that caused poor CSAT.
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AI Assistance
Automatically detect sentiment, spelling and grammatical errors, and specific phrases.
Grade Sharing & Appeals
Automate grade sharing and ensure fairness through integrated appeal process
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Side-by-side view
View agent interactions and QA scorecards side-by-side.
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Score Correlation
Correlate CSAT with quality scores for individuals and teams.
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Annotations
Highlight specific text or interactions to deliver focused feedback.
With Pathlight QM, you get:
Omnichannel Support
QM conversations across chat, email, and phone.
Custom Scorecards
Customize scorecards to meet your business and support needs.
Automatic Assignment
Assign tickets to graders based on tags, ticket status, and other fields.
Root-cause Analysis
Drill down QM scores to identify specific interactions that caused poor CSAT.
AI Assistance
Automatically detect sentiment, spelling and grammatical errors, and specific phrases.
Grade Sharing & Appeals
Automate grade sharing and ensure fairness through integrated appeal process
Side-by-side view
View agent interactions and QM scorecards side-by-side.
Score Correlation
Correlate CSAT with quality scores for individuals and teams.
Annotations
Highlight specific text or interactions to deliver focused feedback.
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Performance Intelligence + QA
= Customer Service Success
Pathlight integrates QA with insight-driven performance analytics to supercharge coaching and performance management that improve customer experience and drive business outcomes.
Performance Intelligence + QM
= Customer Service Success
Pathlight integrates QM with insight-driven performance analytics to supercharge coaching and performance management that improve customer experience and drive business outcomes.
