Use case
Customer support call review with AI QA
KnownSense helps support teams understand which calls went well, which need attention, and where agents need coaching.
Built for
Support operations leaders and QA managers responsible for customer-service call quality.
India-first buyer context
Where this fits in a real call operation
Support call review should show why customers are frustrated, which issues repeat, and where agents need a clearer process.
Common call examples
- Complaint calls
- Refund calls
- Technical support calls
- Repeat contact calls
Rollout checks
- Tag the issues that create repeat contacts.
- Review empathy and resolution signals together.
- Use summaries to identify process issues outside the agent's control.
Search intent
What teams want when they search for customer support call review
Find escalation risk and poor handling quickly.
Summarize calls before detailed review.
Score service quality and process adherence.
Use call examples for coaching and training.
Capabilities
A QA workflow that produces evidence, not just analytics
Service quality flags
Identify missed empathy, escalation indicators, and process gaps.
Review-ready summaries
Give managers a faster path into the call's context and outcome.
Coaching connection
Turn repeated issues into feedback and training follow-up.
Workflow
From call recording to QA action
Collect support recordings
Upload or ingest calls from the support workflow.
Analyze the interaction
KnownSense scores the call and extracts quality signals.
Improve service
Managers coach agents and monitor quality trends over time.
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
A refund call is flagged because the agent was polite but did not confirm ownership, timeline, or a clear next update.
Decision it supports
The support lead can separate tone coaching from process coaching and update the closure checklist.
Operating fit
Built around real QA jobs
Pairs customer conversation summaries with QA scoring.
Supports repeated review workflows for supervisors.
Helps teams find coaching examples from real calls.
FAQ
Questions buyers ask before a demo
How does AI help support call review?
AI can summarize calls, highlight quality issues, and point reviewers toward conversations that deserve attention.
Can KnownSense track support agent performance?
Yes. KnownSense connects calls, scores, flags, and agent profiles so teams can follow performance trends.
Keep exploring
Related pages
Features
Agent coaching
Turn scored calls, QA flags, and script adherence gaps into agent coaching, feedback, and training follow-up.
Read pageFeatures
AI call quality monitoring
KnownSense helps QA teams monitor call quality with AI scoring, transcripts, summaries, flags, and agent performance visibility.
Read pageSolutions
Conversation intelligence
Use conversation intelligence to turn call recordings into transcripts, summaries, quality signals, compliance flags, and coaching insight.
Read page