CASE STUDY
BPO Surpasses Zillow's QA, Win Rate, AHT, + ART Targets with AmplifAI
Read the full story
Communications & Technology AmplifAI Auto QA Software
Auto QA Software for Contact Centers
AmplifAI Auto QA transcribes and scores 100% of customer interactions, flagging auto-fails, compliance risks, and standout calls, feeding scored transcripts and coaching actions directly to the roles that can act on them.
Quality Intelligence
AmplifAI Is Trusted by Top Enterprises, BPOs, and CX Teams
AmplifAI Auto QA Use Cases
AmplifAI Auto QA Scores 100% of Interactions, Feeding Coaching and Compliance Workflows
AmplifAI Transcribes and Scores 100% of Interactions Across Voice, Chat, and Email
AmplifAI Auto QA transcribes voice calls and ingests chat and email natively, scoring interactions against your evaluation forms.
Voice transcribes automatically, while chat, email, and SMS ingest natively.
Custom evaluation forms carry your rubric, weightings, and auto-fail rules.
Scores post with the transcript and scored behaviors attached.
AmplifAI Extends Auto QA Across Chatbots, Voice Bots, and IVAs
AmplifAI Auto QA scores chatbot, voice bot, and IVA conversations alongside your live teams, replacing vendor-reported quality with independent scoring against your QA rubric.
AI agent conversations score on evaluation-form variants tuned for automation.
Auto-fail and compliance rules run on automated conversations and live calls alike.
Scored AI agent transcripts sit beside live team results in one quality view.
AmplifAI Delivers QA Scores With the Transcript Evidence
AmplifAI Auto QA attaches transcripts with behaviors earning the QA score alongside interaction records.
Scored transcripts match rubric lines to the words that earned the QA score.
Dispute and appeal trails live beside QA scores and evaluation forms.
Regulated industries keep scored transcripts for 100% of customer conversations.
AmplifAI Routes Auto QA Scores Into Coaching and Recognition
AmplifAI routes auto-fails, low scores, and standout calls into coaching and recognition queues.
Auto-fail and low-score triggers launch targeted coaching sessions.
Standout calls fire QA-driven recognition, marking behaviors worth replicating.
Coaching Effectiveness Scores (CEfx) grade coaches on whether their sessions improved agent performance.
AmplifAI Calibrates QA Evaluators Against Auto QA Engine Scores
AmplifAI calibration workflows compare evaluator scores against Auto QA engine scores, holding automated and human scoring to one standard.
Calibration sessions dual-score interactions, comparing evaluator and engine scores criterion by criterion.
Agreement rates and score variance report per evaluator, team, and criterion.
Human review queues route flagged interactions by risk tier, with sign-off approving scorecards before automated scoring runs.
AmplifAI Auto QA Capabilities
AmplifAI Auto QA Features and Full Platform Capabilities
AmplifAI Auto QA transcribes and scores 100% of customer interactions, routing auto-fails, low scores, and standout calls into coaching, recognition, and compliance workflows.
Automated Quality Assurance
AI scores interactions, replacing manual QA sampling — auto-scoring the easy ones and triggering review on the complex ones.
| Capability | What it does |
|---|---|
| Auto QA for Scaled Efficiency | Analyzes 100% of customer interactions, auto-scoring routine contacts and flagging complex ones for human review. |
| Auto-Fail Triggers for Coaching | Flags critical QA misses automatically and triggers coaching actions, connecting auto-fails to next best actions for timely agent support. |
| Auto QA Coaching Workflow | Converts QA results into real-time coaching opportunities automatically and at scale. |
| Interaction Transcription | Transcribes recorded voice calls and digital conversations into accurate, searchable text — the transcript layer that Auto QA scoring, conversation intelligence, and transcript search all read from. |
Automated Quality Management
Quality assurance extended into evaluation workflows, calibration, custom forms, and continuous improvement.
| Capability | What it does |
|---|---|
| Customizable QA Reporting | Filters quality insights by person, evaluator, score, question, and more to surface the data that matters most. |
| Quality-Driven Coaching | Creates a feedback loop where quality data like auto-fails and low scores trigger targeted coaching for frontline teams. |
| Multiple, Custom Evaluation Forms | Deploys multiple QA evaluation forms matched to different teams, roles, and channels, including support, sales, and BPOs. |
| Calibration Workflows | Achieves consistency and accuracy in grading, eliminating subjective evaluations and ensuring fair agent feedback and correct Auto QA scores. |
| Flexible Quality Form Management | Supports multiple custom quality forms with tailored scoring frameworks across teams, roles, channels, and lines of business. |
| QA-Driven Recognition | Extends the feedback loop to high scores and standout interactions with targeted recognition for praiseworthy achievements. |
| Compliance Monitoring | Detects compliance misses and risky behaviors across calls, chats, and transcripts without requiring manual review of each interaction. |
| 360-Degree Performance Insights | Connects quality scores, CRM data, call transcripts, and more for a complete view of what drives contact center success. |
| Automated QM Workflow | Connects quality insights to performance actions automatically, triggering coaching, recognition, or follow-up based on quality scores and CX trends. |
| Evaluation Form 2.0 | Assess coaching quality, time audits, and more on a flexible, configurable evaluation form. |
Conversation Intelligence
Speech and text analytics across every conversation — sentiment, intent, themes, and behaviors that feed both CX insight and coaching.
| Capability | What it does |
|---|---|
| Conversational Intelligence | Analyzes conversations across voice, chat, and messaging to surface themes, behaviors, and signals for QA and coaching. |
These are the capabilities connected to Quality & CI. Explore the full AmplifAI capability map to see how each solution connects across CX and performance management.
See all solutionsFrequently Asked Questions
AmplifAI Auto QA FAQ
Answers for quality leaders evaluating AmplifAI Auto QA for automated scoring, compliance monitoring, and QA-driven coaching.
What Is AmplifAI Auto QA?
AmplifAI Auto QA transcribes and scores 100% of customer interactions against your evaluation forms, replacing manual sampling with full automated coverage across voice, chat, and email. Auto QA scores carry their transcripts and scored behaviors, feeding coaching, recognition, and compliance workflows.
How Accurate Is AmplifAI Auto QA Compared to Manual Scoring?
AmplifAI Auto QA calibrates 100% of automated QA scores against human judgment, with calibration workflows comparing evaluator scores against engine scores and against each other.
Does AmplifAI Auto QA Score Chat and Email as Well as Voice?
Yes, AmplifAI Auto QA scores voice, chat, email, and SMS on one QA rubric. Voice conversations transcribe automatically, digital channels ingest natively.
Can AmplifAI Auto QA Auto-Fail Conversations for Compliance Violations?
Yes, auto-fail triggers fire on compliance misses, feeding coaching with scored transcripts and coachable behavior.
How Does AmplifAI Auto QA Connect Scores to Coaching?
AmplifAI turns auto-fails, low scores, and standout calls into coaching and recognition actions, measuring whether coaching moved QA scores.
Does AmplifAI Auto QA Replace QA Analysts?
AmplifAI moves QA analysts from repetitive scoring toward calibrating scoring criteria, auditing edge cases, and settling disputes, with Auto QA absorbing the listening and form-filling a sampled program spends its hours on.
How Does AmplifAI Auto QA Compare to Other Auto QA Software?
Auto QA software splits between standalone QA point solutions scoring conversations in isolation and QA modules bundled into CCaaS suites reading only one ecosystem's data, while AmplifAI runs Auto QA on unified data, connecting scores to coaching, performance, and recognition workflows. CMP Research named AmplifAI a Leading provider in its 2026 Prism for Automated QA/QM. See how vendors compare in the AmplifAI call center quality assurance software guide.
Does AmplifAI Auto QA Deploy On-Premise for Sensitive Customer Data?
Yes, AmplifAI deploys Auto QA inside your environment, keeping customer data within your infrastructure for data sovereignty and compliance. AI-driven insights on performance, quality, and coaching run from the on-premise deployment.
What Industries Does AmplifAI Support?
AmplifAI powers contact centers running frontline customer-facing teams and AI agents in any industry. AmplifAI configures automated QA/QM, coaching, performance management, and CX intelligence to match your data environment, compliance requirements, and business objectives during implementation. See how AmplifAI supports healthcare, financial services, retail and eCommerce, BPOs and outsourcers, hospitality and travel, and communications, media, and technology.
Is AmplifAI Auto QA Secure and Compliant for Regulated Industries?
AmplifAI maintains SOC 2 Type II compliance, encrypts data in transit and at rest, and auto-redacts PII, PHI, and PCI data from all transcripts before storage. Customer data lives in dedicated Microsoft Azure accounts under role-based access controls. For full details on security posture and compliance frameworks, visit the Trust and Compliance page.
Why AmplifAI for Auto QA
Quality insights connected to coaching and contact center performance
AmplifAI customer programs increased coaching sessions 500%, improved QA and first-call resolution, reduced AHT, and delivered a 67% improvement in coaching effectiveness.
AmplifAI Recognition
AmplifAI named Automation Solution of the Year, a Leading provider in Automated QA/QM, and a Core Performing provider in Customer Analytics
CCW Excellence Awards 2026 winner, automation solution of the year
The CCW Excellence Awards recognized AmplifAI as the 2026 Automation Solution of the Year for automating QA, coaching, and performance workflows across the contact center.
A Leading automated QA/QM provider in the CMP Research Prism, Q3 2026
CMP Research names AmplifAI a Leading provider for the second evaluation running in its Q3 2026 Prism for Automated QA/QM.
A Core Performing customer analytics and insights provider in the CMP Research Prism, 2026
CMP Research names AmplifAI a Core Performing provider in its 2026 Prism for Customer Analytics & Insights.
AmplifAI Auto QA Demos
See AmplifAI Auto QA in Action
Walk through how AmplifAI transcribes and scores 100% of interactions, routing quality and compliance findings into coaching workflows.
AI quality pipeline including automatic transcription, scoring, compliance validation, and CX insights across live and AI interactions.
Start the Auto QA Tour SL Sam LopezTeam Leader · Customer Care · 12 agents Team Scorecard · Goal 9086.4%
Team CSAT 4.6/ 4.5+0.1 Team FCR 74.2%/ 80%-5.8% Team Auto QA 91.2/ 90+1.2
Next Best ActionsMy Tasks
CoachJessie MartinezRequested coaching on FCR RecognizeCasey MorganScorecard goal hit, 3 weeks running Full-loop overview from customer interaction to coaching effectiveness and frontline improvement. AI captures and scores conversations, pinpoints root causes, prioritizes actions for leaders, and auto-documents coaching.
Try DemoTalk to AmplifAI
Automate quality scoring across 100% of interactions, with AmplifAI
AmplifAI Auto QA scores 100% of customer interactions across live teams and AI agents through one quality program, turning quality findings into coaching.
Loading form…
Trust, Security, and Compliance
Quality and customer data handled to the standards regulated industries require.
Security at the data layer
AmplifAI runs on internally hosted LLMs, so your data never touches public APIs and is never used to train models for other customers. Access is governed by SSO with Okta and Azure AD and role-based controls, so agents see only their own data, in a logically separated environment with no commingling between customers.
AES-256
encryption in transit and at rest
Compliance at the core
AmplifAI maintains the certifications highly regulated industries require, including healthcare and finance. Built on Microsoft Azure and working with AWS and GCP, it can be deployed inside your cloud infrastructure, with data region-locked to specific geographic locations.
SOC 2 Type 2, AICPA
ISO 27001 compliant
HIPAA compliant
PCI compliant
GDPR compliant
ARC-AMPE compliant
Automatic PII redaction
SSNs, credit card numbers, birth dates, and health information are redacted automatically before AI processing.
Your recordings stay in your system
AmplifAI analyzes, transcribes, and links back to your system rather than storing call recordings long-term.