Independent oversight for every AI agent conversation
AI Agent
Observability
Score every live conversation against your policies, not the vendor’s. Trace every failure to the turn that caused it. Hand someone the record when they ask.
AI Agent Observability
Compliance Score
Pass or fail, your scorecard
Quality score
0-10, weighted to your rubric
containment rate
Resolved without escalating
escalation trends
Track over time, not a snapshot
From pilot to production
Get AI agents out of pilot and into production
Stalled pilots are the norm, not the exception – some sit for a year or more because nobody can prove the agent is safe to trust. Explainable, drift-level visibility in production is what gets executives to say yes.
Catch issues before they escalate
Stop losing customers to a failure you didn’t know about
One compliance or quality issue becomes a pattern before anyone tells you – retention, cross-sell, CSAT, all quietly bleeding. Know before it hits every customer behind the first one, not after.
Make every decision auditable
Turn compliance from a guess into a record
The EU AI Act won’t be the last one. Get ahead of a violation instead of explaining one after the fact, with the audit documentation already built, not assembled under pressure.
Score every conversation against your standards
Independent scoring, quality & compliance
Most tools blend everything into a single pass/fail. We grade every call on two axes that never mix — compliance, pass or fail against your compliance policy, and quality. A call can sound great and still fail: an agent can read back PII before verifying identity and still count as high quality, while remaining non-compliant.
- 100% AI agent interactions scored
- Compliance score
- Quality score
- Your rubrics
Trace every score back to the source
See the evidence, not just the metrics
Every verdict carries the exact transcript quote and the reasoning behind it — drill from the dashboard straight to the turn that failed. Get a real pulse on every contact center metric and the drifts. Get the right evidence for auditors.
- Abandonment rate
- Escalation rate
- LLM loops
- Explainable AI
Built-in standards
Get the scorecards, don’t author it from scratch
Pre-defined and versioned compliance scorecards for EU AI Act voice conformity, PCI DSS, HIPAA, banking card activation, and insurance voice conformity as well as quality scorecards ready to use and updated with changes. Or bring your own.
- EU AI Act, PCI DSS, HIPAA packs
- Banking and insurance conformity
- Adversarial and privacy-wary personas included
- Bring your own scorecard(s)
Critical issues. Immediate alerts.
No waits. One critical failure alerts you.
A slur, a threat, a fraud indicator, a compliance violation – flagged the moment it’s detected. Everything else triages from open to acknowledged to resolved, so one bad hour doesn’t flood your queue.
- Immediate critical failure alerts
- Email, Slack, and webhook notifications
- Track issues through resolution
- Prioritize alerts, reduce noise
Turn production failures into better tests
Production reveals what to test next
A production failure isn’t just an incident – it’s a gap in your testing that just showed itself. Analyze patterns across failed calls and surface the test that would have caught it, checked against what you already cover, so nothing gets duplicated- ready to add to your existing suite.
- Identify recurring failure patterns
- Automatically generate regression tests
- Avoid duplicate test cases
- Feed production failures back into testing
Independent by design. Vendor-agnostic by nature.
The grader isn’t the vendor
Grade any model, including homegrown — because the layer that grades your agents can’t be the same one that built them. Continuous CX Trust on an enterprise-ready platform running for 450+ Fortune 100 companies.
- Independent, vendor-neutral AI evaluation
- Compatible with any AI model or agent
- Enterprise-ready integrations
- Consistent scoring across AI platforms
AI Agent Observability
The layer that grades your agents isn’t owned by the vendors building them.
Proof before launch. Vigilance in production
Test AI agents before going live
Real-World AI Agent Readiness
A failure caught in production is a gap in test coverage that just found itself. Close the loop back to component testing, and prove the fix before it ever reaches a customer again.