Use case
AI contact center QA for faster call review
KnownSense gives QA teams a structured way to review calls, identify quality gaps, and support agents without manually hunting through recordings.
Built for
Customer support and BPO teams managing high volumes of recorded calls.
India-first buyer context
Where this fits in a real call operation
Contact center QA should help supervisors find coaching work faster while giving owners confidence that quality is being measured consistently.
Common call examples
- Support calls
- Sales calls
- QA calibration calls
- Customer escalation calls
Rollout checks
- Choose the first two call categories to monitor.
- Agree on quality definitions with supervisors before rollout.
- Use early trends to refine scripts and coaching plans.
Search intent
What teams want when they search for AI contact center QA
Review more calls with the same QA team.
Prioritize conversations with low scores or flags.
Track agent performance across recent calls.
Use evidence-based coaching to improve quality.
Capabilities
A QA workflow that produces evidence, not just analytics
QA routing
Move review attention toward the calls that deserve it.
Call summaries
Reduce listening time while preserving the important context.
Agent dashboards
Connect score trends and call volume to agent-level coaching.
Workflow
From call recording to QA action
Ingest recordings
Bring customer calls into KnownSense for processing.
Apply QA logic
Scorecards and flags structure the review process.
Coach from examples
Use specific call evidence to support agent improvement.
Example evidence
A reviewable signal a manager can act on
KnownSense is designed to keep AI output reviewable: the manager sees the summary, score, transcript evidence, and the call record before taking action.
Signal to inspect
The QA dashboard shows that escalated calls score lower on ownership and closure even when agents complete the greeting correctly.
Decision it supports
The supervisor can focus calibration on resolution quality, not waste time debating the parts of the scorecard that already work.
Operating fit
Built around real QA jobs
Purpose-built for QA manager workflows.
Works across quality scoring, compliance scripts, and coaching.
Helps create a repeatable review process for growing teams.
FAQ
Questions buyers ask before a demo
Why automate contact center QA?
Automation helps teams review more calls, reduce manual search, and find patterns that are hard to catch with small samples.
Do QA managers still review calls?
Yes. KnownSense helps prioritize and structure review, while managers keep ownership of judgment and coaching.
Keep exploring
Related pages
Solutions
Call center quality assurance software
KnownSense is call center quality assurance software for scoring calls, detecting risk, monitoring script adherence, and coaching agents.
Read pageFeatures
Automated call scoring
Score recorded calls automatically with QA scorecards, performance signals, and review queues for contact center supervisors.
Read pageFeatures
Agent coaching
Turn scored calls, QA flags, and script adherence gaps into agent coaching, feedback, and training follow-up.
Read page