What is unitQ Support QA?

unitQ Support QA is an independent quality layer for customer conversations. It scores human agents and AI bots against your own quality standards across every customer channel. Because unitQ doesn’t sell the bot or the agent, the score reflects what customers actually experienced.

How does unitQ score AI bot conversations?

unitQ grades bot conversations against your standards, not the vendor’s. It flags failed intents, fallback loops, incomplete handoffs and missed required steps, and ties every score to the standard that was broken. You see true resolution instead of vendor-reported containment.

How is unitQ different from vendor QA scores or sample-based QA?

Vendors grade their own bots and agents, and manual QA reviews only a small sample. unitQ is an independent auditor that checks connected conversations automatically against your rubric. You get one trusted quality number and coaching based on patterns, not anecdotes.

How does unitQ connect support quality to the rest of the business?

Issues found in support conversations flow into the wider platform. unitQ Monitor surfaces product issues from all feedback, unitQ Impact attaches business cost to them, unitQ Research lets you ask customers why, unitQ Social adds what they say in public, and unitQ Compete shows how you compare with rivals. Support, Product and CX leaders work from the same customer truth.

Which teams use unitQ?

Support and QA leaders use unitQ Support QA to coach agents and audit bots. Product and engineering teams use unitQ Monitor to catch issues, and operations and finance leaders use unitQ Impact to size what those issues cost. CX and insights teams use unitQ Research and unitQ Social, and strategy teams use unitQ Compete to benchmark against rivals.

What kind of data can unitQ analyze?

unitQ can analyze all types of customer data: support tickets, app reviews, social media, surveys, chat, calls, and community forums. unitQ ingests structured and unstructured feedback from any channel, in 100+ languages. With unitQ Impact, it also brings in behavioral data (product usage, purchases, engagement patterns, click activity) and operational data (system events, workflows, transactions, error logs), connected by shared customer identifiers into one unified view.

What does unitQ integrate with?

unitQ connects to more than 100 feedback channels and tools, including Zendesk, Salesforce, app stores, social platforms and Slack, so every customer signal lands in one place.

Is unitQ secure and compliant?

Yes. unitQ is SOC 2 Type II, GDPR, HIPAA, ISO 27001, ISO 27017 and ISO 27018 compliant. Details are on the unitQ security page.

The independent quality layer for
every customer conversation

Your quality standards, applied to every customer interaction, human or AI, from support to the full customer journey.

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mailEmailStill waiting on a replysentiment_dissatisfiedchatChatDo you ship to Canada?sentiment_neutralstarApp reviewCrashes on loginsentiment_dissatisfiedcallVoiceGreat, that solved itsentiment_satisfiedsmartphoneIn-appWhere is order history?sentiment_neutraltagSocial postBest support eversentiment_satisfiedsmsSMSWrong delivery addresssentiment_dissatisfiedpollSurveyToo many transferssentiment_dissatisfiedforumCommunityExport to CSV pleasesentiment_neutralchatChatThe bot keeps loopingsentiment_dissatisfiedmailEmailStill waiting on a replysentiment_dissatisfiedchatChatDo you ship to Canada?sentiment_neutralstarApp reviewCrashes on loginsentiment_dissatisfiedcallVoiceGreat, that solved itsentiment_satisfiedsmartphoneIn-appWhere is order history?sentiment_neutraltagSocial postBest support eversentiment_satisfiedsmsSMSWrong delivery addresssentiment_dissatisfiedpollSurveyToo many transferssentiment_dissatisfiedforumCommunityExport to CSV pleasesentiment_neutralchatChatThe bot keeps loopingsentiment_dissatisfied

callVoiceI want to speak to a managersentiment_dissatisfiedpollSurveyEasy to set upsentiment_satisfiedchatChatPromo code not workingsentiment_dissatisfiedmailEmailInvoice for March?sentiment_neutralstarApp reviewBattery drain after updatesentiment_dissatisfiedsmsSMSDelivered, thank you!sentiment_satisfiedtagSocial postPrice went up againsentiment_dissatisfiedsmartphoneIn-appHow do I add a user?sentiment_neutralforumCommunityWorkaround for the sync bugsentiment_neutralcallVoiceClosing my accountsentiment_dissatisfiedcallVoiceI want to speak to a managersentiment_dissatisfiedpollSurveyEasy to set upsentiment_satisfiedchatChatPromo code not workingsentiment_dissatisfiedmailEmailInvoice for March?sentiment_neutralstarApp reviewBattery drain after updatesentiment_dissatisfiedsmsSMSDelivered, thank you!sentiment_satisfiedtagSocial postPrice went up againsentiment_dissatisfiedsmartphoneIn-appHow do I add a user?sentiment_neutralforumCommunityWorkaround for the sync bugsentiment_neutralcallVoiceClosing my accountsentiment_dissatisfied

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personChatHuman agentProcess failureNo follow-up sentSocial postinsightsOutage spikepersonEmailHuman agentComplianceOff-label claimsmart_toyChatAI botProcess failureTicket closed earlypersonVoiceHuman agentcheck_circleFirst-call fixsmart_toySMSAI botComplianceOpt-out ignoredpersonChatHuman agentProcess failureWrong queueCommunityinsightsFeature requestsmart_toyEmailAI botProcess failureDuplicate refundpersonVideoHuman agentComplianceRecording not disclosedsmart_toyIn-appAI botcheck_circleAccurate answersmart_toyVoiceAI botComplianceCard number repeatedpersonChatHuman agentProcess failureNo follow-up sentSocial postinsightsOutage spikepersonEmailHuman agentComplianceOff-label claimsmart_toyChatAI botProcess failureTicket closed earlypersonVoiceHuman agentcheck_circleFirst-call fixsmart_toySMSAI botComplianceOpt-out ignoredpersonChatHuman agentProcess failureWrong queueCommunityinsightsFeature requestsmart_toyEmailAI botProcess failureDuplicate refundpersonVideoHuman agentComplianceRecording not disclosedsmart_toyIn-appAI botcheck_circleAccurate answersmart_toyVoiceAI botComplianceCard number repeated

App reviewinsightsCrash on loginpersonSMSHuman agentProcess failureReply after 48hsmart_toyVoiceAI botComplianceRate quoted wrongpersonEmailHuman agentcheck_circleSaved the accountsmart_toyChatAI botProcess failureHandoff lost contextpersonChatHuman agentComplianceUnapproved discountSurvey · CSATinsightsDelivery delayspersonVoiceHuman agentProcess failureCallback missedsmart_toyEmailAI botComplianceData sent to wrong userSocial postinsightsPrice complaintpersonVoiceHuman agentComplianceID not verifiedsmart_toyChatAI botProcess failureHallucinated policyApp reviewinsightsCrash on loginpersonSMSHuman agentProcess failureReply after 48hsmart_toyVoiceAI botComplianceRate quoted wrongpersonEmailHuman agentcheck_circleSaved the accountsmart_toyChatAI botProcess failureHandoff lost contextpersonChatHuman agentComplianceUnapproved discountSurvey · CSATinsightsDelivery delayspersonVoiceHuman agentProcess failureCallback missedsmart_toyEmailAI botComplianceData sent to wrong userSocial postinsightsPrice complaintpersonVoiceHuman agentComplianceID not verifiedsmart_toyChatAI botProcess failureHallucinated policy

Independent quality layerQuality scoreLive

Every conversation in. Checked against your standards.

Trusted by category-leading companies

Quality that follows your customer

100% of conversations analyzed, across every channel, human and AI.

Independent quality layer

Live

AI botHuman agenthandoffhandoffWeb chatPhoneEmailSMS

Web chatAI bot
Where’s my refund?
Here’s our refund policy. (sent 3×)
Process failureFailed intent
Policy link sent 3×, no ticket created
Fix bot
PhoneHuman agent
Can I get a person?
Can I get your order number again?
ComplianceDisclosure missed
Call recording not disclosed before account details
Coach agent
EmailHuman agent
Your refund will arrive in 3 to 5 days.
Process failureProcess miss
Refund promised, request never submitted
Fix process
SMSAI bot
Still no refund.
Hi! How can I help you today?
Process failureContext lost
Call and email history never passed
Fix handoff

100%
Interaction coverage
Humans, bots, every channel
10x
Faster issue detection
Real-time, not days later
95%
Less manual QA effort
Continuous scorecards

One standard for
every agent and every bot

Your QA team can only sample a few percent of conversations. unitQ analyzes every one, human or AI, against the same standard, and gives directors, managers, and agents each the view they need.

Coach what actually matters
Tone, empathy, missed steps, or any dimension you define, scored on every interaction and routed to the right manager.
Verify what the bot claims
Detect failed intents, fallback loops, and incomplete handoffs. True deflection accuracy, not vanity numbers.

Audit everything, not just a sample
Verify identity checks, disclosures, and required steps were taken. Every transcript, every channel.
Friction, ranked by impact
Channel delays, poor handoffs, and escalations, prioritized by their measurable effect on outcomes.

Your current vendor says 94%.
Your customers disagree

Vendors grade their own bots and agents. unitQ checks every conversation against your standards, from a layer that doesn’t sell the agent or the bot.

Same conversation. Different truth

50%

Your standard · Your rubric · standards you own

94%

Their score · Bot vendor / BPO / WFM

Independent quality layer

0255075100

50%Overall against your rubric · 2 of 4 standards missed

Brand tone ✓Cancel request ✕Offer terms ✕Identity check ✓

close
Cancel request · FailAsked to cancel 3×; bot looped back to offers
close
Offer terms · FailFull price after 3 months never disclosed

94%Vendor self-scoreOptimized for saves

check
Containment · PassHandled by the bot, no agent needed
check
Resolution · PassClosed once the customer took 50% off

Your rubric, built from your standards
Turn your policies, brand voice and compliance standards into the rubric every conversation is measured against. Quality stops meaning whatever each vendor’s dashboard says it means.
- Built from your policies and brand voice
- One standard for bots and agents
- Every miss tied to the standard it broke
An auditor with nothing to sell
unitQ doesn’t build your bot or staff your agents, so it has no reason to grade them generously. You get one unbiased read on quality you can take to your exec team.
- No stake in containment or handle time
- One view across every vendor and channel
- A quality number leadership can trust

unitQ is the complete
AI CX platform

Capture all customer signals. Understand the impact. Act before damage is visible. One platform, and every team gets what it needs.

Trusted by category leaders

Advanced MCP · agentQ

What took weeks now takes minutes

Bring the unitQ Platform into the AI assistant you already use, with every product available as MCP tools. Every team and every role can build AI workflows that capture customer signals, understand what’s driving them, act on them and prove the impact.

Works with any MCP client · 100+ integrations · 120+ languages · No new tool to learn

Explore the use cases

“unitQ gives PayPal a treasure trove of customer feedback and the power to uncover patterns humans simply can’t see. It’s not just a tool. It’s a secret weapon and a true partner.”

Wook ChungSVP of Product, Risk & Core Platforms

“unitQ creates alignment across departments. Engineers benefit from alerts. Product managers can validate releases. Content teams get instant user feedback on new messaging. It’s a unifying tool that makes everyone more customer-obsessed.”

Robyn AndrewsVoice of the Customer Manager

“The granularity and speed at which unitQ is able to deliver actionable customer insights is above and beyond what others could offer, and we’re grateful for our continued partnership.”

Shawn SlipyVice President Global Renewals

Read customer stories