Automated interaction evaluation
Review voice and digital interactions against configurable criteria without relying on limited manual sampling.
↗DORA QA
Dora QA
Review every customer interaction with consistent AI evaluation, clearer performance insight, and coaching focused on what matters most.
Enterprise perspective
Make quality a continuous operating signal
Manual reviews cover a fraction of interactions and can miss systemic issues. Expand coverage while preserving expert review for calibration and exceptions. Align scorecards with resolution, customer effort, compliance, sentiment, repeat contact, and business results instead of measuring scripts alone. Control scorecard versions, thresholds, access, evidence, and escalation so AI-supported evaluation remains explainable and accountable.
01Every interaction understood
Capabilities
Move quality management from small samples to complete operational visibility
Flexible quality scorecards
Translate policies, compliance requirements, service standards, and brand expectations into transparent evaluation logic.
↗Coaching and risk intelligence
Surface trends, exceptions, and skill gaps so leaders can prioritize coaching and investigate issues faster.
↗How Gatestone works
A controlled path from scorecard design to continuous improvement
Connect interactions
Integrate supported interaction sources, metadata, customer context, and existing quality workflows.
Define the scorecard
Translate quality standards, policies, risk controls, and desired outcomes into measurable criteria.
Calibrate with experts
Compare AI and human evaluations, resolve ambiguity, and establish acceptable scoring confidence.
Launch in shadow mode
Run evaluations alongside current QA processes to validate accuracy, workflow fit, and reporting.
Operationalize action
Route insights into coaching, compliance review, process improvement, and leadership reporting.
Improve continuously
Monitor drift, refresh criteria, recalibrate models, and measure the impact of quality interventions.
Client Stories
How the approach could work.
Illustrative service situations with intended outcomes.
Related insights
Ideas for operators building what comes next.
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