Coach every agent and
hear every conversation with AI
Coach every agent and
hear every conversation with AI.
VoC 2.0 Is the Future. Survey-Centric VoC Is Dead.
Move from 1-5% QA sampling to 100% coverage. Identify coaching opportunities instantly, ensure compliance, and improve performance with AI-powered quality assurance.
Move from 1-5% QA sampling to 100% coverage. Identify coaching opportunities instantly, ensure compliance, and improve performance with AI-powered quality assurance.
Move from 1-5% QA sampling to 100% coverage. Identify coaching opportunities instantly, ensure compliance, and improve performance with AI-powered quality assurance.
You can't coach what you can't see
You can't coach what you can't see
You can't coach what you can't see
When you're only reviewing 1-5% of conversations, you're making critical decisions about agent performance, compliance, and customer experience based on incomplete information. The other 95% stays invisible, until it becomes a problem.
When you're only reviewing 1-5% of conversations, you're making critical decisions about agent performance, compliance, and customer experience based on incomplete information. The other 95% stays invisible, until it becomes a problem.
Manual QA doesn't scale
Manual QA doesn't scale
Manual QA doesn't scale
Teams spend hours scoring 1-5% of conversations while 95%+ of agent performance stays invisible
Teams spend hours scoring 1-5% of conversations while 95%+ of agent performance stays invisible
Teams spend hours scoring 1-5% of conversations while 95%+ of agent performance stays invisible
Compliance blind spots are risky
Compliance blind spots are risky
Compliance blind spots are risky
You can't ensure regulatory compliance, policy adherence, or brand standards when you only review a tiny sample
You can't ensure regulatory compliance, policy adherence, or brand standards when you only review a tiny sample
You can't ensure regulatory compliance, policy adherence, or brand standards when you only review a tiny sample
Coaching is reactive, not proactive
Coaching is reactive, not proactive
Coaching is reactive, not proactive
By the time you discover performance issues in weekly QA reviews, customers have already had poor experiences
By the time you discover performance issues in weekly QA reviews, customers have already had poor experiences
By the time you discover performance issues in weekly QA reviews, customers have already had poor experiences
AI-powered quality assurance that sees everything
AI-powered quality assurance that sees everything
AI-powered quality assurance that sees everything
From conversation to coaching insight in four steps
From conversation to coaching insight in four steps
STEP 1
STEP 1
STEP 1
Connect your conversation sources
Connect your conversation sources
Integrates with call, chat, email, and support data across Zendesk, Salesforce, and 50+ platforms.
Connect your conversation sources
Integrates with call, chat, email, and support data across Zendesk, Salesforce, Genesys, Five9, and 50+ platforms.
Integrates with call, chat, email, and support data across Zendesk, Salesforce, Genesys, Five9, and 50+ platforms.
STEP 2
AI evaluates
every interaction
Scores conversations against custom quality frameworks, analyzing empathy, resolution, compliance, and flagging coaching opportunities.
STEP 2
STEP 2
AI evaluates
every interaction
AI evaluates
every interaction
Scores conversations against custom quality frameworks, analyzing empathy, resolution, compliance, and flagging coaching opportunities.
Scores conversations against custom quality frameworks, analyzing empathy, resolution, compliance, and flagging coaching opportunities.
STEP 3
STEP 3
Get instant performance insights
Get instant performance insights
View real-time quality scores across agents and teams, filter by interaction, time, or quality dimension, and spot coaching opportunities instantly.
View real-time quality scores across agents and teams, filter by interaction, time, or quality dimension, and spot coaching opportunities instantly.
STEP 4
STEP 4
Coach with precision
and confidence
Coach with precision
and confidence
Focus coaching on the conversations that matter most, guided by AI insights, and track performance improvements over time.
Focus coaching on the conversations that matter most, guided by AI insights, and track performance improvements over time.
STEP 3
Get instant performance insights
View real-time quality scores across agents and teams, filter by interaction, time, or quality dimension, and spot coaching opportunities instantly.
STEP 4
Coach with precision
and confidence
Focus coaching on the conversations that matter most, guided by AI insights, and track performance improvements over time.
Quality sampling → complete certainty
Quality sampling → complete certainty
Quality sampling --> complete certainty
For Heads of
Customer Support
For Team Leaders and Coaches
For Quality
Assurance
Managers
For
Executives
For Heads of Customer Support
✓
Achieve 100% QA coverage without increasing headcount
✓
Ensure compliance across every customer interaction
✓
Prove team performance improvements with complete data
SaaS client: Moved from 2% to 100% QA coverage with same team size
For Heads of
Customer Support
For Team Leaders and Coaches
For Quality
Assurance
Managers
For
Executives
For Heads of Customer Support
✓
Achieve 100% QA coverage without increasing headcount
✓
Ensure compliance across every customer interaction
✓
Prove team performance improvements with complete data
SaaS client: Moved from 2% to 100% QA coverage with same team size
For Heads
of Customer Support
For Team Leaders and Coaches
For Quality
Assurance
Managers
For
Executives
For Heads of
Customer Support
✓
Achieve 100% QA coverage without increasing headcount
✓
Ensure compliance across every customer interaction
✓
Prove team performance improvements with complete data
SaaS client: Moved from 2% to 100% QA coverage with same team size
A quality assurance system built for scale
A quality assurance system built for scale
A quality assurance
system built for scale
Complete visibility and control across every support conversation, see how Agent QA delivers the coverage and insights your operations demand.
100% automated scoring
✓
AI evaluates every conversation against your quality framework
✓
Customizable scoring criteria aligned to your brand standards
✓
Consistent evaluation eliminates human scorer bias
Intelligent coaching recommendations
Performance trending and benchmarking
Compliance and policy monitoring
Customizable quality frameworks
100% automated scoring
✓
AI evaluates every conversation against your quality framework
✓
Customizable scoring criteria aligned to your brand standards
✓
Consistent evaluation eliminates human scorer bias
Intelligent coaching recommendations
Compliance and policy monitoring
Performance trending and benchmarking
Customizable quality frameworks
100% automated scoring
✓
AI evaluates every conversation against your quality framework
✓
Customizable scoring criteria aligned to your brand standards
✓
Consistent evaluation eliminates human scorer bias
Intelligent coaching recommendations
Retention ROI proved to the board
Performance trending and benchmarking
Customizable quality frameworks
While others sample 1%, you'll see 100%
While others sample 1%, you'll see 100%
While others sample 1%,
you'll see 100%
The difference between guessing and knowing - traditional QA vs. Kapiche
Three steps that transform fragmented
data into unified intelligence
Traditional Manual QA
Traditional Manual QA
Traditional Manual QA
•
•
•
1-5% conversation coverage
1-5% conversation coverage
1-5% conversation coverage
•
•
•
20-30 minutes per conversation review
20-30 minutes per conversation review
Can't compare survey data to
support data because they use different structures
•
•
•
Scorer bias creates inconsistency
Scorer bias creates inconsistency
Scorer bias creates inconsistency
•
•
•
Results available weekly or monthly
Results available weekly or monthly
Results available weekly or monthly
•
•
•
Limited scalability without more QA staff
Limited scalability without more QA staff
Limited scalability without more QA staff
•
•
•
Focus on scoring, not coaching
Focus on scoring, not coaching
Focus on scoring, not coaching
Kapiche Agent QA
Kapiche Agent QA
Kapiche Agent QA
✓
✓
✓
100% conversation coverage
100% conversation coverage
Start with surveys, expand to
100% of conversations using
the same methodology
✓
✓
✓
Instant AI scoring across all conversations
Instant AI scoring across all conversations
Instant AI scoring across all conversations
✓
✓
✓
Standardized, objective evaluation
Standardized, objective evaluation
Answer board questions with
unified proof across all sources
✓
✓
✓
Real-time quality insights
Real-time quality insights
Answer board questions with
unified proof across all sources
✓
✓
✓
Auto-scales with conversation volume
Auto-scales with conversation volume
Answer board questions with
unified proof across all sources
✓
✓
✓
AI does scoring, humans focus on coaching
AI does scoring, humans focus on coaching
Answer board questions with
unified proof across all sources
We went from reviewing 5 calls per agent per month to analyzing every single customer interaction. Our coaches now spend their time actually coaching instead of scoring calls. We've identified training gaps we never knew existed and our agent performance has improved across the board."
Director of Customer Support Operations,
Enterprise SaaS Company
I was tired of presenting the same depressing results with no action following. Now I show how we're becoming operationally efficient and smarter. When you can say "we're delivering more insight in less time and here are the results" it's impossible to argue against.
Director of Support, Insurance
I was tired of presenting the same depressing results with no action following. Now I show how we're becoming operationally efficient and smarter. When you can say "we're delivering more insight in less time and here are the results" it's impossible to argue against.
Director of Support, Insurance
Trusted by top-tier
teams worldwide
Trusted by top-tier teams worldwide
Taking CX from 'feel-good fluff'
to hard science and measurable ROI
Trusted by top-tier
teams worldwide
Taking CX from 'feel-good fluff'
to hard science and measurable ROI
Enterprise-grade quality assurance you can rely on
Enterprise-grade quality assurance you can rely on
Enterprise-grade quality
assurance you can rely on
✓
✓
✓
Accurate & unbiased
Accurate & unbiased
Accurate & unbiased
AI models trained on millions of quality-scored conversations with continuous learning and improvement
AI models trained on millions of quality-scored conversations with continuous learning and improvement
AI models trained on millions of quality-scored conversations with continuous learning and improvement
✓
✓
✓
Secure & compliant
Secure & compliant
Secure & compliant
SOC 2 Type II certified, industry-specific compliance capabilities (HIPAA, PCI, GDPR), enterprise data protection
SOC 2 Type II certified, industry-specific compliance capabilities (HIPAA, PCI, GDPR), enterprise data protection
SOC 2 Type II certified, industry-specific compliance capabilities (HIPAA, PCI, GDPR), enterprise data protection
✓
✓
✓
Seamless deployment
Seamless deployment
Seamless deployment
Integrate with existing tech stack in days—works alongside current QA processes or replaces them entirely
Integrate with existing tech stack in days—works alongside current QA processes or replaces them entirely
Integrate with existing tech stack in days—works alongside current QA processes or replaces them entirely
Frequently asked questions
Frequently asked questions
Frequently asked questions
You've got questions? We've got answers.
How accurate is AI-powered QA compared to human scoring?
How accurate is AI-powered QA compared to human scoring?
How accurate is AI-powered QA compared to human scoring?
Can I customize the quality framework to match our brand standards?
Can I customize the quality framework to match our brand standards?
Can I customize the quality framework to match our brand standards?
What happens to my existing QA team?
What happens to my existing QA team?
What happens to my existing QA team?
How does Agent QA handle different conversation types (phone, chat, email)?
How does Agent QA handle different conversation types (phone, chat, email)?
How does Agent QA handle different conversation types (phone, chat, email)?
How quickly can we see results after implementation?
How quickly can we see results after implementation?
How quickly can we see results after implementation?
Can we still do manual QA reviews alongside AI scoring?
Can we still do manual QA reviews alongside AI scoring?
Can we still do manual QA reviews alongside AI scoring?
Agent QA works even better with these features
Agent QA works even better with these features
Agent QA works even better with these features
Estimated CSAT
Estimated CSAT
Estimated CSAT
Combine quality scores with predicted customer satisfaction for complete performance picture
Combine quality scores with predicted customer satisfaction for complete performance picture
Combine quality scores with predicted customer satisfaction for complete performance picture
Real-time issue spike detection
Real-time issue spike detection
Real-time issue spike detection
Get alerts when quality drops outside normal ranges across teams or individuals
Get alerts when quality drops outside normal ranges across teams or individuals
Insights power coaching, guide team training, and shape workforce strategy—helping support leaders prove how better agent performance drives satisfaction and retention.
Theme impact reports
Theme impact reports
Theme impact reports
See which conversation themes correlate with high or low quality scores
See which conversation themes correlate with high or low quality scores
See which conversation themes correlate with high or low quality scores
See every customer signal
across every customer conversation
Get a personalized demo of how conversation intelligence transforms your CX and support operations.
See every customer signal
across every customer conversation
Get a personalized demo of how conversation intelligence transforms your CX and support operations
See every customer signal
across every customer conversation
Get a personalized demo of how conversation intelligence transforms your CX and support operations
The customer intelligence platform that analyzes every customer interaction to predict churn, improve operations, and prove ROI.
The customer intelligence platform that analyzes every customer interaction to predict churn, improve operations, and prove ROI.
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Copyright © 2026 Kapiche | All Rights Reserved | Terms and Conditions | Privacy Policy
Copyright © 2026 Kapiche | All Rights Reserved | Terms and Conditions | Privacy Policy
Copyright © 2026 Kapiche | All Rights Reserved | Terms and Conditions | Privacy Policy