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AI Quality Assurance

Understand the quality behind your conversations.

Evaluate supported human and AI conversations against your standards, identify potential issues and turn findings into practical coaching.

Book an AI QA DemoSee How It Works

Automated evaluations support human review. Real-time intervention and post-call analysis are separate capabilities.

AI-assisted
03:12

72 / 100

1 critical failureHuman review
Introduction & disclosure
10/10
Script adherence
16/20
Objection handling
11/20
Outcome accuracy
15/20
Consent & opt-out
20/30

Critical: recording notice not detected

Evidence · 00:00:09 · “…calling about your renewal. Is now a good time?”

Sample data

How it works

From your standards to better conversations.

QA is more valuable when it drives the next improvement. Set the standard once, then apply it consistently across supported calls.

  1. 01

    Create a scorecard

    Define the criteria, weighting and critical-failure rules for each campaign.

  2. 02(by the Assistant)

    Evaluate supported calls

    Evaluate selected human and AI calls against the right scorecard.

  3. 03

    Review the evidence

    Open the moments in a call behind a result, and review low-confidence evaluations.

  4. 04

    Compare patterns

    Compare quality results across people, AI agents and campaigns.

  5. 05

    Coach and improve

    Use findings for coaching, script refinement and AI agent testing.

  6. 06

    Decide

    Your team reviews flagged evaluations and decides what happens next.

Evidence

Check the evidence, not just the score.

Evaluations point to the moments in the call that drove the result, with the transcript alongside, so a reviewer can confirm a finding before acting on it.

  • Timestamped evidence for critical failures
  • The transcript alongside the recording
  • Low-confidence evaluations flagged for human review
LiveAI agent
00:01:42

Policy renewal · Outbound · Campaign 0142

  1. AI · Amara

    Hi Sipho, this is an automated assistant calling for Kestrel Cover about your renewal. Is now a good time?

  2. Customer

    Yes, but I want to compare the new premium first.

  3. AI · Amara

    Understood. I can put you through to a consultant now.

  4. Event

    Warm transfer → T.M. · human agent · context sent

Disposition

Qualified · transfer

AI QA

92 / 100

Talk time

01:42

Sample data

Coverage

Choose which calls get scored.

Score as much as your budget allows, where it matters most, and keep a lead from moving on until QA agrees with it.

  • Sample rates for your organisation, a campaign or an individual agent
  • Daily caps on automatic reviews
  • Score only the call outcomes you choose
  • Hold interested leads until QA agrees, before they're sent to your CRM

Human review

AI widens the coverage. People make the call.

Compare results across agents and campaigns, spot recurring issues and turn them into practical coaching for your people, refined scripts and better-tested AI agents.

Automated evaluations support your quality team rather than replace it: reviewers spend their time on the exceptions that matter.

AI QA

  • Evaluates supported calls against your scorecard
  • Points to the evidence behind a result
  • Flags low-confidence evaluations
  • Surfaces patterns across agents and campaigns

Your team

  • Sets the standards and critical-failure rules
  • Reviews exceptions and flagged evaluations
  • Decides on coaching and follow-up
  • Approves changes to scripts and AI agents

Questions

Frequently asked questions.

Does AI QA replace our quality team?

No. Automated evaluations help your team cover more calls consistently. People review exceptions and low-confidence evaluations, and decide what happens next.

Which calls can be evaluated?

Supported human and AI calls, against the scorecard you choose for the campaign. Which calls are evaluated, and how many, depends on your configuration and usage.

Does AI QA step in during a live call?

No. AI QA evaluates calls after they happen. Real-time intervention and post-call analysis are separate capabilities.

How is DialCru priced?

The platform is R1,950 a month and each active agent R399 a month, excluding VAT. Voice AI, QA, telephony and any additional services are billed on usage or quoted, and confirmed in your proposal.

Your next-generation call centre is already within reach.

You don’t need to replace every agent, rebuild your business or commit to another expensive operating model. Start with your existing team. Introduce Voice AI where it makes sense. Add human capacity when you need it.

More control · More intelligence · More flexibility

Book Your 15-Minute DemoMeet the AI Assistant