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Effective quality assurance for support interactions has always been a challenge. Manual reviews rarely offer a representative sample of calls (and humans can disagree in their evaluations). At the same time, standard contact center metrics like CSAT, NPS, and handle time only tell part of the story, meaning a persistent customer experience issue might not be reflected in the data until long after it begins to impact satisfaction or revenue.
CX leaders deserve better. Now that AI agents are handling vast numbers of customer conversations, a purpose-built AI agent can QA each and every call thoroughly, with consistent evaluations that align with business goals, at scale.
Introducing PolyScore: Your AI Quality Agent
PolyScore isn’t just a new metric. It’s an AI-powered Quality Agent—a large language model fine-tuned to evaluate customer conversations like a trained QA analyst. Just like a human supervisor would, the Quality Agent listens to every call, applies a detailed scorecard grounded in real-world business outcomes, and delivers a holistic assessment of how the call actually went.
Managers can also provide feedback to the agent, allowing it to learn the nuances of how contact center leaders evaluate calls to enable more consistent and business-specific reviews than any team of humans could produce.
By automating the traditionally manual QA process, PolyScore helps teams uncover what really happened in a conversation—not just what the numbers suggest.
What makes PolyScore a Quality Agent?
Unlike traditional QA dashboards that rely on call duration or containment rate, PolyScore evaluates conversations using six human-centric criteria. These include:
- Did the customer have to repeat themselves?
Repetition often signals a breakdown in understanding. PolyScore checks whether callers were able to proceed smoothly or had to rephrase and repeat. - Was the customer engaged?
PolyScore detects whether customers gave the AI a fair chance or showed signs of skepticism or disengagement. - Did the conversation flow naturally?
Audio glitches, confusing phrasing, or excessive interruptions can degrade quality. PolyScore identifies these issues just like a human QA analyst would. - Was the task completed?
The agent’s job is to help the customer succeed. PolyScore evaluates if goals were met, handed off effectively, or abandoned mid-call. - Was the issue resolved?
Even when a call is contained, it may not be truly resolved. PolyScore checks whether the agent addressed the issue fully or left the customer hanging. - Was the customer frustrated?
Beyond sentiment, PolyScore gauges whether emotional cues in the call suggest friction or dissatisfaction.
How PolyScore Works
The Quality Agent generates a PolyScore whenever it evaluates a call. It scores each of the six factors individually, then weights and normalizes them into a single 1–10 rating. The result is a consistent, scalable way to assess call quality across thousands of interactions.
Based on extensive training data from expert human analysts, PolyScore achieves over 90% correlation with our internal QA reviewers, delivering near-human judgment at machine scale.
What PolyScore ratings mean
0–3: The call had serious quality issues or failures. Rethink the conversation design.
4–6: Solid foundation, but room for business rule improvements or optimization.
7–10: High-performing conversations—smooth, successful, and satisfying.
These scores aren’t just diagnostic—they’re actionable. You can use PolyScore to triage low-quality conversations, benchmark AI agent performance, and uncover patterns that guide iteration and coaching.
Built into Agent Studio
PolyScore is fully integrated into Agent Studio:
- View scores on individual Conversation Review pages
- Filter by PolyScore to quickly identify underperforming calls
- Track improvement over time as your agent is optimized
A new standard for quality in AI-led conversations
PolyScore represents a shift from traditional QA tools to an agentic AI system that evaluates, learns, and drives performance. It gives teams a clear, consistent understanding of conversation quality, without hours of manual review.
In a world where AI is the first line of contact, PolyScore is the Quality Agent that makes sure your AI always sounds human, helpful, and on-brand.
PolyAI’s Agent Studio empowers brands to be the best version of themselves in every customer interaction with its best-in-class conversational AI, but that’s only the beginning. It’s a fully-realized ecosystem of specialized AI agents that partner with CX leaders to reshape ways of working within the contact center and beyond. This series of posts is designed to introduce these agents and showcase the unique strategic advantages they provide.
Learn more about how PolyScore fits into Agent Studio and book a demo today.