Quality & Audit Agent
Reviews resolved conversations for accuracy and tone, instead of sampling a handful, and feeds the findings into tuning.
The Quality & Audit Agent checks the quality of support at a scale manual review cannot reach. Rather than sampling a few conversations a week, it reviews resolved cases for accuracy, tone, and policy adherence, surfaces where quality slipped, and turns the findings into the changes that prevent it next time.
How it works
The agent reviews closed conversations through Audit, scoring them against your quality and policy standards, and flags the cases that need a second look. The patterns it finds feed the weekly tuning loop and the Knowledge Center, so the same gaps do not recur.
Example requests it handles
- Was this case handled correctly?
- Did the answer follow our policy?
- Show me where quality slipped.
- Which cases need a second look?
In your industry
- Reviews resolved cases for quality at scale and feeds findings into tuning.
- Audits end-user resolutions for accuracy and SLA adherence.
- Checks resolved cases for policy adherence across the queue.
- Reviews sensitive cases for tone and correctness.
- Audits responses for accuracy and consistency with a record.
- Reviews in-product support quality across resolutions.
In Auralis
Auralis delivers this agent through Audit, reviewing resolved conversations against your standards and feeding the patterns into weekly tuning and the Knowledge Center, so quality improves rather than drifts.