Smarter Quality Management at Scale

Traditional quality assurance is time-consuming and static, and its payoff is limited, given the small sample of calls quality managers can physically listen to and evaluate. With the elevated expectations placed on contact centers today, managers need to evaluate 100% of agent/customer conversations. The customer and agent experience depends on it, as does training, compliance, the organization’s overall productivity and much more.

That’s exactly what AI-fueled Automated Quality Management delivers.

Ask Anything. Evaluate Everything.

Want to know if the agent offered the right product? Followed compliance requirements? Made the customer feel heard? If you do, just ask the question. AI will evaluate and score every interaction for you based on your criteria —across all agents, teams, or departments.

Customize Analysis to Match Your Needs

Regardless of your industry, you can create rules and prompts that reflect your specific policies, compliance needs, or CX standards. Each department or contact center team can be evaluated by different AQM rules.

Analyze Every Conversation from Every Angle

An AI-driven quality management system pulls in multiple speech inputs from every conversation —sentiment, emotion, acoustic behaviors, and whether critical phrases were or weren’t spoken—to give a full picture of how every customer/agent interaction really went. No more relying on an incomplete picture.

Spot Issues Before They Become Problems

Automatically surface violations, missed opportunities, or negative experiences—before they escalate into churn, non-compliance, or lost revenue.

Free Up QA Teams for What Matters

Instead of spending time on repetitive scorecards, QA analysts can focus on coaching and root-cause analysis—while AI-fueled auto quality management handles the tedious, time-intensive call reviews and evaluations.

In fast-paced contact centers, conversations happen every second. Critical information can be lost in the noise. Agents and supervisors struggle to remember, document, or follow up on what really matters. AI Summary, Highlights, and Next Steps feature is a game-changer.

The tool listens to every customer interaction and automatically generates a clear summary, a set of key bullet-point highlights, and a concise list of next steps—agreements or action items reached between the customer and the agent. No manual note-taking. No missed commitments. Just instant clarity.

Faster, Smarter Wrap-Ups

Instead of agents spending precious minutes summarizing calls manually or forgetting key details, automation delivers instant, accurate summaries. This accelerates after-call work, improves focus on the next customer, and ensures consistency across the board.

Consistent Documentation = Better Compliance

With AI-generated summaries and highlights, every interaction is documented in a uniform, auditable way—eliminating human error and helping your team stay aligned with regulatory and quality standards.

Always Know What Was Agreed

The Next Steps feature captures promises, resolutions, and follow-ups—ensuring nothing falls through the cracks. Whether it’s a scheduled call, a refund, or an escalated case, supervisors and teams stay accountable and informed.

Fewer Repeat Contacts, Higher Satisfaction

Customers hate repeating themselves. With call summaries and action items available at a glance, agents are always prepared with context—reducing call times, frustration, and repeat interactions.

Unlock Powerful CRM Integration

All summaries, highlights, and action items are available via API, making it easy to push this information directly into your CRM, ticketing, or customer success platform. This ensures a complete, real-time view of the customer journey across your ecosystem—without manual entry.

Every conversation matters—but when you're handling thousands of interactions daily, identifying what truly requires attention can feel like finding a needle in a haystack.

AI Flagging transforms this challenge into a powerful opportunity by analyzing 100% of customer interactions using advanced Generative AI. Contact centers move beyond random sampling and gut-feel decision making, uncovering hidden patterns, emerging risks, and high-impact moments at scale.

With intuitive, visual reporting tools, supervisors and managers can slice and dice aggregated insights - by team, agent, date range - giving them unparalleled visibility and control. The result? Smarter decisions, faster resolutions, and a contact center that’s not just reacting to problems but anticipating them.

Churn Risk Identification

AI Flagging revolutionizes how contact centers approach customer retention by proactively identifying churn risk within every customer interaction. Managers can act before it's too late and turn reactive retention efforts into proactive customer loyalty strategies.

Escalation Detection

Knowing when a customer requests escalation is critical to maintaining a strong service experience. Eleveo’s AI Flagging feature detects every instance where a customer expresses the need to speak to a supervisor or move up the chain of command. Managers can quickly assess where procedural or communication breakdowns occur and address them in real time.

Repeat Contact Recognition

Repeat contacts are often a symptom of unresolved issues or inefficiencies within service workflows. AI Flagging intelligently identifies interactions where customers express frustration about having to reach out multiple times, arming managers and agents with insights that can boost first-contact resolution, streamline operations, and reduce support volume.

In the contact center world, success hinges not just on what customers say—but how they say it and how they feel. Traditional quality management methods miss the emotional nuance that often determines customer satisfaction, loyalty, or churn. That’s where AI-fueled Sentiment and Emotion Detection comes in, giving contact centers a complete, nuanced understanding of every customer interaction.

This feature analyzes 100% of conversations, combining textual sentiment and audio-driven emotion recognition, identifying verbal cues from both the customer and the agent across the entire interaction to recognize when tension rises, trust builds, or frustration peaks.

Unlock True Customer Understanding

Customers rarely say “I’m angry” directly. But with Eleveo’s emotion and sentiment AI, you’ll know when they are. It identifies frustration before it escalates and detects satisfaction when it builds—so your team can respond smarter, not just faster.

Smarter Coaching & Agent Empowerment

By surfacing emotional and sentiment trends across interactions, supervisors can give agents specific, targeted coaching based on real emotional impact, not guesswork. It’s not about just reading scripts—it's about connecting with people.

Proactive Retention & Risk Management

Negative emotions are early warning signs of churn or poor experience. Emotion detection helps you spot these signals in real time, allowing you to intervene early and prevent losses before they happen.

Better QA Without Manual Listening

Analyzing tone and emotion manually is nearly impossible at scale. Automating this process—saves time while providing richer, more actionable data than traditional QA reviews ever could.

Contact centers may generate thousands of interactions every day—but how do you know what your customers are really talking about at scale? Manually reviewing random calls or searching for keywords is inefficient and prone to error. AI Topic Detection solves this by automatically categorizing every customer conversation into the topics that matter most to your business.

With a predefined list of topics, the feature intelligently analyzes interactions and assigns up to three relevant topics per conversation—giving your team precise control over what to monitor, review, and improve.

Track What Matters—Automatically

Whether it’s billing issues, cancellations, complaints, upsell opportunities, or tech support— AI topic detection ensures every interaction is properly tagged and categorized by topic. No manual effort. No missed trends.

Customizable to Your Business Needs

You define the list of topics based on what’s important to your business. Eleveo does the rest—automatically matching conversations to one, two, or three most relevant topics based on content and context.

Faster Search & Targeted Analysis

Need to understand why customers are calling about a product issue? Or review only conversations about service cancellations? With topic detection, you can filter, sort, and search your data in seconds—no guesswork, just insights.

Enable Data-Driven Decisions

By analyzing trends in topic frequency and performance over time, contact centers can identify emerging issues, operational bottlenecks, or new opportunities—leading to smarter strategic decisions and faster response times.

Supercharge QA & Coaching

QA teams can focus only on calls tagged with specific, high-risk topics. Managers can pull training examples for agents based on real conversations from key categories—maximizing relevance and learning impact.

Traditional CSAT surveys barely scratch the surface. Most contact centers only hear from a small fraction of customers, leaving them guessing about how well they’re really doing. The AI Rating feature changes that—by using Generative AI to predict customer satisfaction (CSAT) scores for every single interaction.

Based on the full content and tone of the conversation, the feature assigns a predicted 1–5 star rating that reflects the customer’s likely perception of the service experience. But it doesn’t stop there—it also provides clear, human-readable reasoning that explains why a particular score was given. This adds transparency, trust, and actionability to every insight.

Measure 100% of Interactions, Not Just 2%

Forget biased or low-response surveys. With Eleveo, you get a complete, objective satisfaction score for every customer conversation—phone, chat, or digital. No assumptions, no blind spots.

Spot Dissatisfaction Before It Escalates

By highlighting interactions rated 1 or 2 stars, supervisors can proactively review and resolve issues—long before they lead to churn, complaints, or negative reviews.

Track Trends and Benchmark Performance

With every call scored, contact centers can monitor CSAT trends over time, compare across teams or agents, and instantly detect dips in quality—without waiting for sporadic customer feedback.

Smarter Coaching and QA Prioritization

AI Ratings allow managers to prioritize which calls to review and which agents may need coaching, based on predicted customer sentiment—not just random sampling or subjective opinion.

AI Quality Management Features