Customer Service Quality Assurance Software

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.

Quality Assurance Questions
Sentiment Phrase Tracking and Grammar

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.

Team Communication

With Pathlight QA, you get:

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Omnichannel Support

QA conversations across chat, email, and phone.

Scorecard 2

Custom Scorecards

Customize scorecards to meet your business and support needs. 

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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. 

Grammar 2

AI Assistance

Automatically detect sentiment, spelling and grammatical errors, and specific phrases.

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Grade Sharing & Appeals

Automate grade sharing and ensure fairness through integrated appeal process

Side by Side 2

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.

Annotate Icon 3

Annotations

Highlight specific text or interactions to deliver focused feedback.

With Pathlight QM, you get:

Message Icon

Omnichannel Support

QM conversations across chat, email, and phone.

Scorecard 2

Custom Scorecards

Customize scorecards to meet your business and support needs. 

Auto Assign Icon

Automatic Assignment

Assign tickets to graders based on tags, ticket status, and other fields.

Magnify Icon 3

Root-cause Analysis

Drill down QM scores to identify specific interactions that caused poor CSAT. 

Grammar 2

AI Assistance

Automatically detect sentiment, spelling and grammatical errors, and specific phrases.

Share Icon

Grade Sharing & Appeals

Automate grade sharing and ensure fairness through integrated appeal process

Side by Side 2

Side-by-side view

View agent interactions and QM scorecards side-by-side.

Scorecard 2

Score Correlation

Correlate CSAT with quality scores for individuals and teams.

Annotate Icon 3

Annotations

Highlight specific text or interactions to deliver focused feedback.

Integrate with your tools

Pathlight integrates with dozens of platforms, such as Salesforce, Zendesk, Five9, RingCentral, Lessonly, and even your data warehouse.

and many more...

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.

Ready to get started?

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We’d love to chat.