Coach from every conversation, not from three of them
Every interaction scored on 15 dimensions, with calibration to keep evaluators aligned and coaching plans generated per agent from their actual weak points.
- Start with one module
- No rip-and-replace
- Hosted in the region you choose
Illustrative interface. Scores and figures are sample data, not a benchmark or a performance claim. The screen shows OptiML quality management scoring one voice conversation across dimensions including accuracy, compliance, empathy, resolution and handoff quality, with a generated coaching plan targeting the two weakest dimensions and the evidence conversations attached. The side panel shows full scoring coverage across AI-handled and human-handled conversations, inter-evaluator calibration variance, and the compliance checks that ran.
A 2% sample is an opinion
Scoring every interaction turns quality from a sampling exercise into a measurement.
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Step one
Configure the rubric
Set the 15 dimensions and weight them to what your operation cares about.
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Step two
Score everything
Every interaction is scored automatically, AI-handled and human-handled, voice and chat.
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Step three
Calibrate the evaluators
Calibration sessions with blind scoring show where your evaluators disagree with each other.
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Step four
Generate the coaching
Coaching plans generate per agent with the evidence conversations attached.
What gets measured, and how
Fifteen dimensions, the compliance checks around them, and what happens to the result.
Fifteen dimensions, every interaction
Accuracy, brevity, closing effectiveness, coherence, compliance, cultural sensitivity, empathy, engagement, handoff quality, personalisation, politeness, resolution, safety, sales effectiveness and tool usage. Each is scored per turn and per conversation, for AI agents and human agents alike, on voice and on chat.
Script and compliance adherence
Check whether the required disclosure was made, the consent was captured, the mandatory question was asked and the prohibited phrase was avoided. 16+ regional compliance rule packs cover the obligations that apply to your jurisdiction and industry.
Calibration that keeps evaluators honest
In a blind scoring session, evaluators score the same interactions without seeing each other’s results. Variance analysis then shows where your QA team disagrees, so you can measure alignment rather than assume it.
Coaching plans, generated
From the scores, OptiML produces a per-agent coaching plan targeting the dimensions they are actually weak on, with the specific conversations as evidence. Team leads coach from data instead of from the three calls they had time to listen to.
Sentiment trajectory and hallucination detection
Track how sentiment moves across a conversation rather than just where it ended. Detect ungrounded claims in AI answers and flag them for review. Both feed the quality score and the supervisor’s live view.
Real-time, not just retrospective
Per-turn scores surface to the supervisor’s quality panel while the conversation is still happening, which is when intervention is still possible.
What you need before you start
Your quality rubric and, if applicable, your compliance scripts.
In practice
A BPO replaces a five-person QA team’s 2% sample with 100% automated scoring, and redeploys the team from listening to coaching.
You’ll need
- Your quality rubric. The 15 dimensions, weighted to what your operation actually cares about.
- Your compliance scripts, if applicable. The disclosure that has to be made, the consent that has to be captured, the phrase that must not be used.
We publish outcome figures only with the customer's written approval, so this slot stays empty until one is signed off. In the meantime the mechanism above is the honest version.
Customer story
A named customer story replaces this block once the quote and the figure are approved in writing. Until then the scenario above stays unnamed and generic, and no coverage or score figure appears on this page.
Measured, then provable
15 dimensions, 100% coverage
Every interaction scored, AI-handled and human-handled, voice and chat, per turn and per conversation.
16+ regional compliance packs
GDPR, HIPAA, CCPA, TCPA, PCI-DSS, DPDP, FINRA, the EU AI Act and more, checked as script and consent adherence.
Immutable audit
Every mutation logged with per-tenant integrity proofs and signed exports, so a client audit is answered from the platform.
76 report definitions
Across every channel at once, exportable six ways — CSV, Excel, PDF, JSON, HTML and Parquet.
The capabilities behind it
Each of these is a product surface with its own page, not a bullet on this one.
Quality management
15 dimensions on every interaction, with blind-scored calibration, variance analysis and generated coaching plans. QualitySupervisor Console
The live floor with per-turn quality surfacing while the conversation is still running, so a supervisor can listen, whisper or take over. SupervisorAnalytics & reporting
76 report definitions across every channel, custom dashboards, topic mining and full-text conversation search. AnalyticsAI governance
Hallucination grading, guardrails, eval-gated prompt promotion and full model-call tracing behind the AI-handled scores. GovernanceSpecification
Every figure on this page is a platform figure, not a customer outcome.
| Dimensions | 15 — accuracy, brevity, closing, coherence, compliance, cultural sensitivity, empathy, engagement, handoff, personalisation, politeness, resolution, safety, sales, tool usage |
|---|---|
| Coverage | 100% of interactions, AI-handled and human-handled, voice and chat |
| Scoring | Per turn and per conversation, rubric-based |
| Compliance | Script adherence, consent tracking, 16+ regional rule packs |
| Calibration | Blind scoring, inter-evaluator variance analysis |
| Coaching | Auto-generated per-agent plans with evidence conversations |
| Detection | Sentiment trajectory, hallucination flagging |
| Real-time | Per-turn scores pushed to the supervisor quality panel |
| Export | 6 formats — CSV, Excel, PDF, JSON, HTML, Parquet |
Related use cases
Agent assist & copilot
Your agents stop looking things up, and the wrap-up writes itself. Read the use caseAutomate Tier-1 support
Resolve the routine contacts end to end, then score every one of them. Read the use caseCollections
Collections calls that stay inside the rules, with the adherence checked on every call. Read the use caseThe platform underneath
Everything on this page is the OptiML CX Platform configured for Quality & coaching at scale, not a separate product. These are the modules it leans on.
See it handle one of your real conversations
Bring a call recording, a policy document or a WhatsApp thread from your own operation. We will ground an agent in it and run it live on the call, not a canned demo.
- 30 minutes
- A working agent grounded in your content
- No slide deck unless you want one
Book a demo
30 minutes, on your own content. No slide deck unless you want one.
Your details stay private. We never share them.
