Automated QA that shows its evidence
Manual QA scores a small slice of conversations and asks you to trust the reviewer. Merivex automates contact center quality assurance: it scores call transcripts, chats and emails against your rubric, cites the turn behind every score, and routes what needs judgment to a person.
How it works
Five steps, one evidence trail
01
Connect, read-only
Connect the database your contact center platform writes to (PostgreSQL, MySQL, Microsoft SQL Server, MongoDB, SQLite or Supabase) or import CSV, JSON or XLSX. Connectors only ever read.
02
Classify
Each conversation is classified by intent automatically, so results can be read by contact reason.
03
Evaluate with citations
Every criterion in your rubric gets a score, a rationale and a citation to the transcript turn it rests on.
04
Check the check
A verifier rejects conclusions that the cited evidence does not support before anything reaches a dashboard.
05
Review and calibrate
A risk-based queue sends conversations to human reviewers, and calibration measures agreement with your team per criterion.
What gets scored
Quality, compliance and risk in one pass
Your criteria
A per-criterion score and rationale against the weighted rubric you define, not a generic template.
Compliance and policy risk
Compliance and policy-risk signals are scored in the same pass as quality.
Sentiment from text
Sentiment is derived from what was written or transcribed. There is no acoustic analysis.
Intent
Automatic intent classification, so a quality dip can be traced to a contact reason.
Patterns with a threshold
Nothing is reported as a pattern until several evaluated conversations support it.
Trends
Quality, compliance and sentiment over time, by team and by agent.
Manual vs automated
What changes when QA is automated
Manual QA
Automated QA with Merivex
Manual QA
Coverage is limited by how many conversations a reviewer can hear.
Automated QA with Merivex
Coverage is set by your plan's evaluation allowance, not by reviewer hours.
Manual QA
Two reviewers can score the same conversation differently.
Automated QA with Merivex
The same versioned rubric is applied to every conversation, and calibration shows where AI and reviewers disagree.
Manual QA
Feedback arrives at the end of the month.
Automated QA with Merivex
Evaluations run after each sync or import.
Manual QA
A score is hard to audit after the fact.
Automated QA with Merivex
Every score keeps its rationale, its citation and any human override on record.
Questions
Automated call center QA, answered
What is automated call center QA?
Automated call center QA uses software to score customer conversations against a quality scorecard, instead of relying only on reviewers listening to a small sample. In Merivex each score comes with a rationale and a citation to the transcript turn it is based on, and a person can accept, adjust or reject it.
Does automated QA replace QA analysts?
No. It changes where their time goes: reviewing the conversations the system routes to them, calibrating the scorecard and coaching, instead of hunting for conversations to listen to. Every AI score can be overridden.
How accurate is the scoring?
No accuracy figure is published, because none has been independently established. Merivex gives you calibration instead: score the same conversations with your reviewers and see the agreement overall and per criterion before relying on it.
Does Merivex analyze call audio?
No. Merivex works on text: chat and email conversations, and transcripts of voice calls. It does not transcribe audio and does not measure tone, silence or talk ratio. If your calls are already transcribed, those transcripts can be evaluated.
Which languages does Merivex support?
English and French. Neither has been independently validated for accuracy, which is why calibration against your own reviewers comes before relying on the scores.
Keep reading
Score your own conversations
Connect a read-only source or upload an export, set your rubric, and check the first evaluations against your own reviewers.