Introducing Real-Time QA Assist: coaching agents in the moment

The problem with traditional QA

Quality assurance in customer support has traditionally been a retrospective exercise. Managers review calls days or weeks after they happen, identify coaching opportunities, and schedule feedback sessions.

By then, the moment is lost. The agent barely remembers the conversation, and the learning opportunity has faded.

Introducing Real-Time QA Assist

Today, we're launching QA Assist — a feature that brings quality coaching into the live conversation.

Here's how it works:

• Live analysis: As agents handle customer interactions, QA Assist monitors the conversation in real-time.

• Contextual suggestions: When improvement opportunities arise, agents see subtle, non-intrusive prompts.

• Positive reinforcement: QA Assist also highlights when agents handle situations well, building confidence.

Designed for support, not surveillance

We've been careful to design QA Assist as a coaching tool, not a monitoring system. Suggestions are visible only to the agent — not supervisors or managers. The goal is empowerment, not oversight.

Agents in our beta program reported feeling more confident after just two weeks. Many said it was like having an experienced colleague whispering helpful tips during difficult conversations.

Getting started

QA Assist is available today for all Professional and Enterprise customers. Visit your dashboard to enable it for your team.

We believe the future of quality in customer support isn't about catching mistakes after they happen — it's about preventing them in the first place.