QA Automation
Automate conversation scoring, reduce manual QA, and gain a complete view of agent performance.
Executive Summary
Creovai (formerly Tethr and Awaken Intelligence) offers QA Automation as a key component of its conversation intelligence platform. This solution is engineered to automate the mechanical aspects of the quality assurance process, efficiently scoring customer conversations based on predefined QA criteria. By leveraging advanced AI, it eliminates the need for extensive manual call listening and scoring, significantly reducing the time and resources traditionally spent on QA. This automation provides a comprehensive and objective view of agent performance across 100% of interactions, enabling contact centers to identify coaching opportunities, ensure compliance, and continuously improve overall customer experience. The platform helps organizations move beyond sampling to analyze every conversation, ensuring consistent quality, identifying training gaps, and driving operational efficiency in customer support environments.
Use Cases
- Automate quality assurance for customer support interactions across all channels.
- Reduce manual effort and time spent on call listening and scoring by QA teams.
- Ensure consistent application of QA criteria and compliance guidelines across all agent conversations.
- Identify specific agent coaching opportunities based on objective performance insights.
- Monitor and enforce compliance with regulatory requirements and internal policies in customer interactions.
Features
Visibility
- Complete View of Agent Performance: Provides a holistic overview of agent effectiveness across all interactions, identifying strengths and areas for improvement.
- Conversation Trends & Insights: Visualizes patterns and common issues in customer conversations, helping to pinpoint root causes of dissatisfaction or inefficiency.
Intelligence
- Automated Conversation Scoring: AI-driven scoring of 100% of customer conversations against predefined QA criteria, eliminating manual effort.
- Real-Time Agent Assist: Provides agents with real-time guidance and insights during live conversations to improve outcomes and adherence.
- Sentiment Analysis: Analyzes customer and agent sentiment to understand emotional tone and its impact on conversation outcomes and satisfaction.
Technical Specifications
- Deployment
- SaaS
- API Available
- Yes
AI/ML Stack
- Natural Language Processing (NLP)
- Machine Learning
- Generative AI
Security & Compliance
Certifications: PCI-DSS Level 1, SOC 2, GDPR, HIPAA
Pricing
- Starting Price
- Contact sales
- Target Customer
- Mid-Market,Enterprise
- Free Trial
- No
About Tethr
Creovai, formed in June 2024 through the merger of Tethr and Awaken Intelligence, is an AI-powered software suite for contact centers, offering conversation intelligence and real-time agent guidance. The company was acquired by Capacity on October 16, 2025.
Alternatives to QA Automation
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- Twilio Flex by Twilio — A fully programmable cloud contact center platform for limitless customization.
- U-Capture by Uniphore — Capture, control, and access high-quality, AI-ready voice and screen data from every conversation.