Listener QM
Evaluation of AI agents: the same standards as for your advisors.
Listener QM Rate 100% of the conversations handled by your chatbots, voicebots, and AI agents—voice, chat, email—using the same evaluation criteria you already apply to your teams, with evidence for each criterion and a benchmark against your human agents. All without switching bot providers.
A trusted third party to rate your bots, not their publisher.
Your AI agents are handling an increasing share of your customer interactions. Who ensures that they provide accurate responses, follow your procedures, and handle transfers properly? Listener QM applies the same evaluation criteria, documentation, and reporting to AI conversations as it does to your human agents.
Independent of the bot's publisher
Your AI provider's dashboard evaluates its own performance. CrossCX provides an external evaluation.
- Your criteria, not the supplier's
- Your conversations, without any samples selected by the bot
- A report that you can use to challenge the publisher
A single framework for humans and AI
Same criteria, same metrics, same reporting: you can finally compare like with like.
- Bot vs. Advisors, Point by Point
- Version N versus Version N-1 after a prompt change
- All of this is included in your existing CRM Dataviz reports
Every grade is verified
Justifiable in committee, applicable in coaching, enforceable against the supplier.
- One conversation excerpt for each criterion
- Human review of a sample by our analysts
- AI vs. Analysts Agreement Rate Published During Each Campaign
The metrics that reveal the truth about an AI agent.
Your publisher’s “containment” rate counts a call as successful even if the customer hung up. We measure what actually happened —and we prove it.
Verified Resolution
Percentage of conversations in which the need was actually addressed, as confirmed by the content of the exchange—not by the ticket being closed.
Follow-up in 7 days
Did the customer return for the same reason, through any channel? This is the most reliable indicator of a “false resolution.”
Grounding and Hallucinations
Answers not supported by your knowledge base or procedures. Each discrepancy is cited along with the excerpt and the expected source.
Procedures and Actions
Did the bot check what it was supposed to check and trigger the correct action? A smooth response can hide a refund that was never recorded.
Transfer Quality
Escalation rate, context provided to the counselor, time before transfer. A proper escalation is better than forced retention.
Hair, Curls, and Frustration
Repetitions, misunderstandings, customer sentiment, and in speech: interruptions, silences, latency.
Scope and Security
Off-topic subjects, exposed personal data, unauthorized commitments, inappropriate comments.
Cost per resolution
Total cost of an AI-resolved conversation, compared to the cost of a consultant handling the same issue.
The Agreement Rate Between AI and Analysts
Published with every campaign: how closely the AI evaluator and our quality analysts’ ratings align. You know how much to trust the ratings—and so do we.
Version drift
Every change to a prompt, model, or knowledge base creates a new version. As soon as a metric deviates from the previous one, you’re notified—before your customers are.
From your bot logs to an action plan, in five steps.
You don't need to change anything about your AI agent. We monitor its conversations, evaluate them using your scoring rubric, and provide you with metrics you can stand behind.
Log In
We retrieve the bot's conversations—transcripts, audio, triggered actions, context, and version—via a connector, API, or simple JSON/CSV export. Voice, chat, and email, all in the same stream as your human conversations.
Compatible EditorsGrade using the standard rubric
The " Listener QM " framework you’re already using applies to 100% of the bot’s conversations, enhanced with AI-specific criteria: anchoring, procedures, actions taken, transfer, and scope.
Customizing gridsProve
For each criterion, the excerpt that justifies the score. Our analysts review a sample; the agreement rate is published, and any disagreements are used to recalibrate the scoring grid—not to disregard it.
Automated & Augmented Quality ManagementCompare like with like
The bot compared to your advisors on the same topics. Today’s version compared to yesterday’s. All of this in “ CRM Dataviz,” by topic, channel, and version.
Quality ReportingAct
Deviation alerts are triggered as soon as a metric drops below the threshold. Escalation reasons and unanswered questions are reported via Cross-Mining to populate the knowledge base. The improvement plan is shared with the bot’s developer.
Discover Cross-Mining
Regardless of which platform you use for your AI agent.
We evaluate the bot; we don't replace it. All you need to do is access its conversations—via a connector, an API, or an export file you upload—on the same channels as your agents.
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LkTrademarks mentioned for compatibility purposes are the property of their respective owners. CrossCX is independent of these publishers and receives no compensation from any of them.
Three ways to get started, depending on your level of experience.
A bot doesn't have seats. So we bill based on the volume of conversations analyzed, not per user—and you can start with a simple audit before committing to anything.
One-time audit
An independent assessment of your AI agent's performance, presented to the committee.
- 500 to 1,000 conversations rated using the standard rubric
- Compare your advisors based on the same criteria
- Top Discrepancies with Supporting Evidence
- Recommendations for the Bot Editor and Knowledge Base
Continuous monitoring
100% of AI conversations are continuously monitored, with alerts triggered as soon as a metric falls below the threshold.
- Connector or API for your AI agent platform
- Drift Alerts by Prompt or Model Version
- CRM Dataviz Tables by Design, Channel, and Version
- Knowledge base gaps reported by Cross-Mining
Calibration & Support
Our quality analysts review, evaluate, and document—in addition to conducting audits or monitoring.
- Human proofreading of a sample and published agreement rate
- Workshops on developing the grid with your quality teams
- Human Oversight Documentation for Your GDPR , and AI Act Compliance Requirements
- Quarterly meeting with the bot's developer
Pricing is based on a quote, depending on the monthly volume of conversations and the channels used. Already a Listener QM customer? AI agent evaluation can be added to your contract without requiring a new platform.
Try out the framework in your own conversations.
No mock-up, no demo dataset: Send us an export of your AI agent, and we'll provide you with an independent evaluation—complete with evidence—based on your actual use case.
- You are exporting 200 conversations from your bot (voice, chat, or email)
- We grade them using the standard rubric, including evidence excerpts
- You will receive the report and a comparison with your advisors
