Great customer service isn’t just about answering calls quickly or solving problems efficiently—it’s about delivering a consistently high-quality experience with every interaction. That’s where quality assurance (QA) plays a crucial role. A solid QA process ensures that service teams meet high standards, follow best practices, and continuously improve. However, traditional manual QA methods—which often involve randomly reviewing a small percentage of calls or messages—are no longer enough. They take too much time, leave room for human error, and fail to capture the full picture of customer interactions. This is where automation comes in, helping businesses monitor conversations at scale,...