Quality Assurance
Continuous Quality. Real Improvement. Powered by AI.

Quality Assurance in Glassix is AI-driven, continuous monitoring of performance across the entire contact center - covering AI Agents (bots), human agents, and the experiences they deliver together.
 It shows where quality breaks, why it happens, and how to improve it in real time.
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The Problem:
Traditional QA Sees
Too Little, Too Late

Most QA processes are:

Sample-based
Manual
Retrospective
Focused on compliance, not outcomes

As a result:

Issues are discovered after customers feel them
Only a fraction of conversations are reviewed
Feedback is delayed and generic
Improvement cycles are slow
By the time QA flags a problem, it’s already repeated hundreds of times...

QA That Never                    Stops Listening

Glassix Quality Assurance analyzes every interaction - not samples across voice and messaging.
Using AI, Glassix continuously monitors:
Conversation quality and flow
Agent behavior and effectiveness
AI performance and decision-making
Customer sentiment and friction signals
Quality is assessed in context, not in isolation.

From Monitoring                          to Optimization

Quality monitoring is all about improvement and not about scoring.
AI identifies:
Conversations across all channels
AI and human performance
Resolution paths escalations and drop-offs
Quality, latency, and customer sentiment
Quality is assessed in context, not in isolation.

Learn how AI-driven Quality Assurance helps you monitor performance, uncover gaps, and continuously optimize CX across agents, AI, and channels.

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Quality Across
Human Agents & AI

Glassix QA reflects how modern CX actually works.
It evaluates:
Human-led conversations
AI-led conversations
Co-handled interactions between AI and humans
This ensures quality standards are consistent regardless of who handled the interaction.

Individual Agents. Entire Operations

Quality Assurance that works at every level.
Automation Gaps
“Customers repeatedly escalate at this step because the flow is not automated, even though it follows a clear, repeatable pattern.”
Automation Gaps
“Customers repeatedly escalate at this step because the flow is not automated, even though it follows a clear, repeatable pattern.”

Better-Than-Human
Quality Oversight

Humans can review samples.
AI can review everything - consistently and continuously.
Glassix QA enables:
Higher consistency
Faster detection of issues
Fairer evaluation
Quality, latency, and custSmarter optimizationomer sentiment

Explainable,              Actionable, and Fair

Glassix QA is designed to build trust.
Transparent reasoning behind insights
Explainable recommendations
No black-box scoring
No “gotcha” metrics
Agents understand the feedback. Managers know what to act on.

From Quality Signals to Measurable Impact

Quality insights only matter if they change outcomes. By continuously monitoring performance across AI, human agents, and co-handled interactions, Glassix helps organizations turn quality improvements into real, measurable impact.
Automation Gaps
“Customers repeatedly escalate at this step because the flow is not automated, even though it follows a clear, repeatable pattern.”
Automation Gaps
“Customers repeatedly escalate at this step because the flow is not automated, even though it follows a clear, repeatable pattern.”

What Improves When Quality Improves

Highlights where performance is breaking down
Explains why
it’s happening
Recommends concrete next steps
Helps teams prioritize what to fix first

What the Copilot Identifies

Real Examples
Automation Gaps
“Customers repeatedly escalate at this step because the flow is not automated, even though it follows a clear, repeatable pattern.”
Operational Bottlenecks
“Response times spike on this channel during peak hours due to higher inbound volume.”
Quality & Consistency Issues
“Different agents resolve the same issue in different ways despite consistent handling driving up to 23% higher CSAT.”
AI Performance Opportunities
“This intent can be resolved autonomously by AI, but is currently routed to humans instead.”

Real-Life Scenarios That Resonate

E-commerce
The Copilot detects that customers abandon conversations after asking about returns—recommending clearer automation and proactive messaging.
Financial Services
AI Operational Insight flags repeated human escalations during verification—highlighting an opportunity to improve AI-led identity flows.
Public Services
The system identifies spikes in inbound calls around service disruptions and recommending proactive outbound notifications to reduce volume.

It Also Identifies:

Operational gaps
Repeated friction points
Missed automation opportunities
Patterns humans don’t have time to find
On-demand, prompt-driven insight generation

Better-Than-Human Operations

Humans can analyze samples. AI can analyze everything, continuously.
AI Operational Insight enables:
Faster optimization cycles
Fewer blind spots
Higher consistency
Smarter use of AI and human resources

Let AI Show You What to Improve Next

See how Glassix AI proactively identifies what’s holding your operation back and shows you exactly what to improve next.
Watch a Product Tour Now!