Score every conversation. Coach the ones that matter.

Automated QA uses AI to score every customer conversation against your quality criteria — tone, accuracy, resolution quality, compliance — without a human reviewing each one. Traditional manual QA covers less than 5% of conversations because it's too time-consuming to do at scale. Auto QA covers 100%, so coaching opportunities and quality risks surface automatically rather than staying hidden in the 95% nobody reviewed. Deals involving QA close at 47% for Dixa — second-highest of any feature.

Because it's done by humans with limited time. A QA manager listening to calls and reading transcripts can review maybe 20-30 conversations per day — for a team handling hundreds, that's a 5% sample at best. The conversations selected are rarely representative. Problems get missed, patterns go undetected, and coaching is reactive rather than systematic. Auto QA changes this structurally: every conversation is scored, every trend is visible.

Whatever matters to your operation. Dixa's custom scorecards let you define your own criteria — tone of voice, policy adherence, resolution completeness, empathy signals, response time, compliance language. The AI scores against your criteria, not a generic template. You set the standard; the AI applies it consistently at scale.

Yes. As Mim handles more of your contact volume, being able to evaluate AI conversation quality — not just human — becomes essential. Dixa scores Mim conversations alongside human agent conversations, giving you a unified quality view across your entire operation.

Auto QA surfaces the conversations that need attention — not a random sample, but the ones that scored lowest or showed specific patterns worth addressing. Coaches and team leads focus their time on the interactions that actually matter rather than sampling randomly. This makes coaching more targeted, more efficient, and more impactful.

Quality Assurance is available as an add-on across all Dixa plans. This includes custom scorecards, manual review workflows, and AI Auto QA. For teams where quality is a core operational priority, it's one of the highest-converting features in Dixa's product.