Zefi AI | Improve Support Quality and Coach Support Agents with QA Scorecards
QA Scorecards
A different way to analyze support quality.
Create your custom QA Scorecards and analyze the quality of your support
at scale using AI.
QA Scorecards
Analyze support agents conversations at scale
Stop guessing. Start scoring.
Manual QA covers 1–3% of support interactions. Our AI-powered scorecards analyze 100% of them, surfacing patterns, gaps, and coaching opportunities your team would never find on their own.
\ \ How Kiwi improves support quality thanks to Zefi automated QA scorecards \ \ How the leading travel company analyze hundred of thousands of conversations between agents and customers to identify support gaps and potential improvements.\ \
Fully customizable scorecards
Built around your standards
No two support teams are alike, so why use a one-size-fits-all scorecard?
Design evaluation frameworks that reflect what actually matters to your organization. Define the questions, choose your criteria, and assign weights so that high-stakes behaviors score accordingly. Whether you're evaluating tone, resolution accuracy, compliance language, or empathy, you decide what good looks like.
Automated analysis at scale
QA at the speed of AI
Reviewing conversations manually doesn't scale.
Our AI evaluates thousands of interactions simultaneously with the same consistency and rigor your best QA analyst would apply to just one. Every ticket, chat, and email scored automatically, without bottlenecks. Go from reactive spot-checking to proactive, comprehensive quality oversight across your entire support operation.
Automated analysis at scale
QA at the speed of AI
Reviewing conversations manually doesn't scale.
Our AI evaluates thousands of interactions simultaneously, with the same consistency and rigor your best QA analyst would apply to just one. Every ticket, chat, and email scored automatically, without bottlenecks. Go from reactive spot-checking to proactive, comprehensive quality oversight across your entire support operation.
Policy-based scoring
Grounded in your own playbook
Generic AI models don't know your refund policy, your escalation protocols, or the specific language your team is required to use. Ours can.
Feed in your internal documentation, SOPs, and compliance guidelines, and every conversation gets scored against the rules that are actually in force at your company. Accuracy that's contextual, not just statistical.
Advanced analytics
See where quality breaks down
Surface the patterns that manual review misses.
Advanced analytics break down score distributions by agent, team, channel, topic, and time period, revealing exactly where quality gaps live. Spot the moments when scores dip, correlate them with ticket types or product areas, and understand whether issues are isolated or systemic.
Turn data into decisions, not just reports.
Advanced analytics
See where quality breaks down
Surface the patterns that manual review misses.
Turn data into decisions, not just reports.
Actionable coaching insights
Feedback that actually improves performance
Scores are only useful if they lead somewhere.
For every evaluation, agents and managers receive specific, evidence-backed feedback tied to real conversation moments, not generic observations. Highlight exactly where a response fell short, suggest how to handle it differently next time, and track improvement over successive interactions. Build a culture of continuous quality, one conversation at a time.
[Want to combine quant+qual insights? \ \ Take a look at our new Automated Health Score.\ \
The support you need to structure your customer data, with 0 effort
Our team of experts will be there to guide you with the integrations of 100+ sources
We don't hand you a tool and a help doc. Our expert team designs your data pipeline logic with you, reconciling sources, selecting only the relevant signals, and building the taxonomy that makes your CX infrastructure truly yours. The result feels effortless. The work behind it isn't.
Freshdesk
Zendesk Sell
Apple Store
Google Play Store
Jira
Intercom
Zendesk
Notion
Slack
Hubspot
Google Drive
Youtube
Klaviyo
Tally
KNO Shopify
Zoho Desk
Tiledesk
Re:Amaze
Discourse
Mixpanel
Customer.io
Pendo
Google My Business
Freshsales
Close CRM
Zoho CRM
Amazon S3
Snowflake
Survey Monkey
Delighted
Kustomer
G2
Trustpilot
Typeform
TikTok
Trello
Clickup
Asana
Pipedrive
Salesloft
Salesforce
Keap
Gong
Microsoft Teams
Discord
Front
Gmail
Can't see an integration you work with?
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Prioritize better and build what matters.
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