Quality Management

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. 

Quality Management Questions
Sentiment Phrase Tracking and Grammar

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

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.

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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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