Clarity has released AI Agent QA, a tool that evaluates 100 percent of voice and text interactions against a company’s own scoring rubric. The product is available now to support, customer experience and outsourcing teams in all industries.
LONDON, United Kingdom – Clarity, an AI customer experience platform serving regulated industries, today launched AI Agent QA, a product that scores every customer conversation across voice and text channels rather than a small manual sample. The tool is aimed at quality assurance and customer experience teams, including call centers and business process outsourcing providers, that currently review only a fraction of their calls and chats.
Most quality teams listen to between 5 and 10 percent of interactions, often days or weeks after they happen. Agent QA ingests calls, chats, emails and WhatsApp messages, then applies a single consistent rubric across the full population of interactions. According to Clarity, scores are delivered within five minutes of a call ending, with each criterion linked to the exact moment in the conversation that justified the grade.
The product evaluates against a company’s existing scoring matrix rather than a fixed standard. Teams can set custom criteria for tone, empathy, compliance, resolution and script adherence, and weight each criterion to match business priorities. Supervisors receive weekly performance trends, automated alerts on compliance and satisfaction risks, and coaching material drawn from each agent’s own recorded interactions.
The product also addresses a specific need for call centers and business process outsourcing providers, which run high call volumes across many client accounts and are often held to scoring standards set by each client. Agent QA lets a provider apply a different rubric per client or program, report consistent scores across large agent teams, and produce audit-ready evidence for client reviews without expanding its own quality assurance headcount.
Clarity reports that customers using the product see quality assurance operating costs fall by 60 to 75 percent, and agent ramp time shorten by 30 to 40 percent.
“Sampling a handful of calls leaves most of what happens with customers unexamined,” said Abed Kasaji, Chief Executive Officer at Clarity. “Scoring every interaction against the same rubric gives quality teams evidence they can act on and frees their analysts to spend time on coaching instead of manual review.”
Each score includes a timestamp-anchored audit trail that can be reviewed, appealed and exported to existing governance and compliance systems. The product is built for environments with data residency and privacy requirements, including SOC 2 and PDPL compliance.
AI Agent QA is available now. More information is at onclarity.com/agent-qa.
Each score generated by the platform is supported by a detailed, timestamp-anchored audit trail, ensuring complete transparency and accountability throughout the evaluation process. Every action, decision, and update is securely recorded, allowing organizations to trace how a score was calculated and verify the integrity of the underlying data. This comprehensive audit capability enables reviewers to examine historical records, identify changes, and understand the context behind every assessment. If questions or concerns arise, the audit trail supports a structured review and appeals process, helping organizations resolve disputes fairly and efficiently. In addition, all audit records can be easily exported and integrated with existing governance, risk management, and compliance systems, reducing administrative effort while supporting regulatory reporting and internal oversight.
The product is specifically designed for organizations operating in highly regulated industries where data security, privacy, and compliance are critical. It supports environments with strict data residency requirements, ensuring that sensitive information remains within approved geographic locations and complies with regional regulations. Built with enterprise-grade security controls, the platform aligns with recognized standards such as SOC 2 while also supporting compliance with the Personal Data Protection Law (PDPL). By combining transparency, secure data management, and regulatory readiness, the solution enables organizations to strengthen governance practices, build trust with stakeholders, and maintain confidence in their compliance and decision-making processes.
