IrisAgent vs Maestro QA Auto Quality Assurance Lite

Our official Automated QA Lite App for Zendesk. Maestro QA makes QA /QM software for modern support and quality assurance (QA) / quality management (QM) teams. The Maestro QA Lite App helps you grade tickets seamlessly from Zendesk. It’s the “Lite” version of our full platform with various Automated QA/QM features, which takes Auto quality assurance (QA) /quality management (QM) to the next level with Automated QA/QM grading, a full AI powered reporting suite for conversation insights and conversation analytics, agent coaching and more. Our Automated QA Lite App enables you to: Build customized agent QA/QM scorecards based on your unique brand and business needs Grade agent tickets quickly and easily with a side-by-side QA scorecard view Maintain consistent service quality across remote, scaling, and outsourced/BPO teams Turn your agent QA score into a trusted KPI to reveal agent performance and AI powered conversation insights Identify training gaps and areas for agent coaching opportunities by AI insights Improve CSAT, NPS, AHT, and other key metrics through Automated QA/QM conversation insights and agent coaching sessions powered by AI Support and quality teams choose our Automated QA to understand agent performance, find coaching opportunities and enable exceptional customer experiences. Agent support teams and quality assurance (QA) / quality management (QM) leaders love Maestro QA. ...By making my QA / QM process more efficient, I was identifying more valuable areas for opportunity & able to lead larger, more targeted projects. During the first 6-8 months of using Maestro QA our average QA / QM score increased from around 70% to 90%. Over the second half of the year, CSAT increased about 11%. We would not have seen those agent QA / QM score increases if I was still spending a day a week pulling reports and managing my team's daily tasks. Sarah, CX Quality Manager Want to know more about how quality teams use our quality assurance (QA) / quality management (QM) tool to empower their agents to provide higher quality services by getting the quality of their work graded and improved via agent coaching? View our customer case studies. Have questions for our team? We’re here to help! You can email us directly at [email protected] or visit www.maestroqa.com to chat with us and learn more on how we can help meet your quality assurance (QA) / quality management (QM) needs by evaluating quality of the agent support service, filling those gaps through agent coaching sessions guided by in-depth root cause analysis performance insights. Learn more Request a demo of the full MaestroQA experience Privacy policy — learn how we handle and protect your data

IrisAgent is a leader in customer support automation with AI-powered answers, tagging, and workflows that boosts agent productivity and automates tickets at scale. Self-learning and self-configuring AI Agents for chat, email, and voice to scale with your needs. Our AI Agents improve resolution times by 10x, deflect over 50% of chats, tickets, and calls, and reduce escalations by 60% with highly accurate AI insights without hallucinations. AI Agents & Copilots: Instant, Intelligent Answers with context Save agents’ time and effort by automating responses to common, repetitive tickets. IrisGPT, a GPT-powered chatbot and AI answering engine, can scan your data repository to resolve customer issues without human interaction. Automatically analyze previous tickets and knowledge base articles using our AI-powered resolution recommendation engine to identify and suggest appropriate responses. Automate responses to common “how to” tickets using our no-code tools. Automated workflows based on AI-powered tagging. Automatic tagging, sentiment analysis, and trend detection AI to instantly surface key issues, themes, trends, and sentiment in customer conversations. No more manual categorization—just actionable insights, delivered automatically. Our AI also analyzes Zendesk tickets for language cues that reveal sentiment. IrisAgent automatically: Routes tickets to the right agent based on their domain and expertise. Prioritizes tickets based on urgency and business impact. Detects sentiment behind Zendesk tickets to identify at-risk customers. Uses built-in analytics to identify those product features with the most negative reactions so support and product teams can better understand the source of the most 'how-to' tickets. Helps agents tailor conversations to the customer's product adoption journey and deeply empathize with their experiences – with the customer’s churn risk score, priority level and renewal dates at your agents’ fingertips. Automated ticket and chat routing IrisAgent intelligently routes tickets and chats to the right experts. You can configure routing based on agent skills, availability, expertise, capacity, workflow, and ticket complexity. Reduce response times and ensure optimal issue resolution. Set up complex and feature-rich routing rules and strategies based on attributes such as: Agent availability, time-off, work hours, time zone, skills or expertise, and capacity or workload limits Ticket tags, fields, complexity, product area, intent, etc. Customer account health scores, tier, revenue, etc. Support routing strategies include: Round Robin: Routing among available agents based on a basic approach of choosing all agent equally in. Weighted by Workload and Limits: Routing among available agents based on workload of the agents while enforcing individual agent's workload limits. AI-generated Knowledge Base from Solved Cases Turn solved cases into a powerful knowledge base – automatically. Close the knowledge gap. Automated knowledge article generation from solved cases KB gap analysis to identify outdated or missing content Resolve tickets with real-time product and user context Link Zendesk tickets with bugs, logs, and alerts from DevOps tools – Jira, PagerDuty, Datadog, Slack and others – to add context and prevent unnecessary engineering escalations. IrisAgent helps agents: Understand the true source of issues in real-time directly within Zendesk. Avoid delays caused by duplicative escalations by automatically consolidating similar tickets into a single escalation. Contact us for a personalized demo and discover your IrisAgent can optimize your support operations. Contact us if you run into any issues. Learn about your privacy and data security on our Privacy Policy page.