Quality Control (QA)

Even with the most intelligent AI employees, businesses require strict control over how communications are conducted. For this exact purpose, the ATLA AI platform offers a built-in Quality Control tool.

Automated Dialogue Evaluation

The system analyzes every session between the AI employee and the client and automatically assigns the dialogue a score based on key metrics:

• Tone of Voice: Adherence to the brand's designated communication style.
• Accuracy of Answers: Relevant use of the Knowledge Base.
• Goal Achievement: Whether the lead was qualified, the deal was closed, or the issue was resolved (Resolution Rate).
• Customer Sentiment: positive / neutral / negative over the course of the dialogue.
• Empathy: how well the AI picked up on and accounted for the client's emotions.
• Response Speed: how quickly the AI reacted to messages.
• Detected Issues: the system itself highlights weak spots in the dialogue (for example, a slow reply or dodging a question).

A single quality score

Beyond breaking down individual dialogues, the platform computes an overall quality score from 0 to 100 for the company - a combined assessment across three areas: the share of qualified leads, the strength of customer interest, and response speed. This lets you see the overall "temperature" of your service in a single number and track its trend.

Manual Control and Adjustments

Sales managers or support supervisors can:

1. Read full logs: Monitor the AI's correspondence with clients in real time.
2. Watch live sessions: the "Live" tab shows the dialogues happening right now, in real time.
3. Take over dialogues: if a deal needs a human, click "Take over" right from the dashboard and reply to the client yourself. When you're done, the AI automatically returns to the dialogue after a set period (or hand it back manually with a button). More in Chat Takeover.
4. Improve on mistakes: If the AI employee gave an inaccurate answer, flag that fragment. Based on these flags you refine the agent's instructions and Knowledge Base - and answers get more accurate in similar situations.

The Quality Control interface makes the audit process entirely transparent, allowing Enterprise clients to be 100% confident in the high level of service provided.