Switch from Spreadsheets to AI-Driven QM
Customer expectations are higher than ever. Delivering exceptional customer service experiences is crucial for the success of your business. Don’t bet your QM processes on bare-bones spreadsheets. Future-proof your quality management processes with realtime AI-driven QM using Pathlight.
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Go beyond CSAT. Monitor the quality of every interaction.
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.
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Quality Management Questions
Leverage machine learning and intelligent automations to make QM processes smarter, faster, and frictionless. Automatically detect communication gaps, sentiment, grammar and spelling errors, and more.
Deliver targeted feedback. Maintain excellent support quality.
Quickly identify communication patterns that don’t meet company standards and 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.
