The Next Generation of Quality
Future-proof your quality assurance processes with realtime AI-driven QM using Pathlight. Automatically detect sentiment, grammar, spelling, track specific phrases, and annotate each interaction in a single view - allowing faster and frictionless grading.
Pathlight AI is used as an assistant in your QM scorecards to help your customer service team stay efficient and accurate, without replacing the human element.
Save Time on Every QM Scorecard
CSAT surveys alone will not give you a clear understanding of customer service performance. Monitor, analyze, and score the quality of every interaction to identify gaps and improve agent performance.
Reduce Budget with AI Assistance
Leverage machine learning and intelligent automations to automatically detect communication gaps, sentiment, grammar and spelling errors, and more. Modernize your customer service team by making QM processes smarter, faster, and frictionless.
Every Channel, One 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.
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.
