Coach your team to excellence. In real- time.
Listen to support interactions while they happen. Guide better responses. Measure coaching impact. Diagnose whether problems are product, process, or people.
Traditional QA misses what actually matters
Most QA programs generate scores and reports, but offer little insight into what octually drives customer experience or business outcomes, limiting QA to an operational role.
Limited and fragmented evaluations - even with Al
Most QA still relies on samples.not the full picture. Even Al moyscore Interactions in Isolation,missing brooder potterns.
Slow, reactive detection
Issues are found after they spread. By the time they appear in reports, friction, repeat, contacts, and costs are already rising throughout the operation.
No connection to business outcomes
Traditional Q4 measures compliance, but rarely showshow behaviors affect CSAT, retention, resolution, or ellicency.
Hard to scale meaningful insight across interactions
Manual reviews cover only a emall share of conversations. That limits visibility acroas taams, channels, ond vendors.
Define evaluation rubrics and behaviors at scale
Create customizable evaluation criteria that reflect your service standards. Measure behaviors consistently across teams, vendors, and channels
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Create QA rubrics around what matters to customers
Build structured QA scorecards that go beyond internal checklists. Align evaluations with the moments and behaviors that shape customer experience.
Align quality monitoring with CX and business goals
Connect QA programs to the outcomes the business actually cares about. Measure service quality in a way that supports satisfaction, retention, and efficiency.
Ensure consistency across teams, supervisors, and BPOs
Standardize how quality is defined and evaluated across the organization. Give every team and partner the same service expectations and framework.
Correlate agent behaviors with CSAT, NPS, and resolution metrics
Understand which service behaviors actually affect customer outcomes. Connect quality signals with CSAT, NPS, churn indicators, and contact drivers.
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Evaluate every interaction automatically
Replace manual sampling with AI-powered QA across 100% of conversations. Analyze interactions at scale across channels with automated scoring and risk detection.
Understand root causes of performance gaps
Reveal what went wrong, why it happened, and how often it occurs. Analyze patterns across interactions to uncover the drivers behind service issues and dissatisfaction.
Explore performance by agent, team, BPO, or channel
Break down quality performance across the organization in the way operations actually run. Compare results by agent, supervisor, vendor, team, or support channel.
Prioritize the fixes support can’t solve alone
Connect service conversations with customer signals to uncover product and operational issues. Focus teams on the improvements that reduce friction and support workload.
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Detect risks and service failures early
Continuously monitor interactions for operational risks, policy violations, and service failures. Catch emerging issues before they escalate into larger customer problems.
Identify the biggest improvement opportunities
Spot the behaviors, agents, and patterns with the greatest impact on quality. Help supervisors focus coaching where improvement potential is highest.
Turn insights into targeted action plans
Move from issue detection to clear next steps. Use quality insights to guide coaching, operational fixes, and cross-functional improvement efforts.
Scale coaching and performance management
Help supervisors coach more effectively with automatically surfaced opportunities. Generate guidance for agents using AI-supported feedback and full performance history.
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Provide clear feedback and guidance for agents and supervisors
Explain exactly why an interaction failed quality criteria and what should improve. Give teams clear guidance to resolve issues faster and coach with confidence.
Benchmark teams and BPOs
Compare performance across teams, regions, supervisors, and vendors. Identify inconsistencies and manage partner performance using objective quality data.
Monitor performance across the organization
Track trends across teams, channels, and vendors with real-time dashboards. Connect quality performance to customer experience and business outcomes over time.
Operation Benefits
Birdie analyzes every interaction, finds what matters, and turns it into measurable improvements across performance and cost.
Birdie vs Traditional QA
Traditional QA
Birdie Agent QA
Sample 2-10% of interactions
Analyze 100% for patterns
Report what happened
Predict what's next
Measure compliance
Prove business outcomes
Reactive quality checks
Proactive risk prevention
Improve quality scores
Drive CSAT, revenue, efficiency
Improve support consistency and boost satisfaction
Birdie identifies the behaviors that truly impact CSAT, NPS, and churn,helping teams reduce variability across agents and vendors.
Scale quality without scaling costs
Automated evaluations across 100% of interactions expand supervisor reach and eliminate manual bottlenecks.
Empower supervisors and agents
Provide clear, actionable insights that help teams improve faster and operate with consistent standards.
Prove the business impact of quality
Connect agent performance directly to revenue, retention, and operational efficiency.
When decision velocity comes into play
Built for enterprises that can't afford to get it wrong
Security & Compliance
Birdie is built to the standards of regulated fintech and healthcare environments, anywhere in the world. Your customer data is encrypted, access-controlled, and audit-logged.
Accuracy & Transparency
We publish F1 scores. We show you model cards. We're explicit about accuracy limitations and edge cases. You know exactly what works, what doesn't, and why.
Availability & Support
99.9% uptime SLA. Dedicated enterprise support. Your decisions don't stop because your platform stopped. When you need us, we're here.
From signal to execution in one workflow.
Birdie connects to the systems where signals originate and the tools where work happens. Signals flow in from Zendesk, Slack, surveys, and reviews. Birdie diagnoses them. Decisions flow out to Jira, Asana, and your AI agents — with full context.
See IntegrationsSee Birdie in action.
See how Birdie turns customer signals into retention, expansion, and adoption decisions. 30 minutes. Live demo with outcomes.
