GenAI Features - Quality AI

Back to Generative AI Features Quality AI uses LLM-powered features to analyze agent-customer conversations. It evaluates agent performance, detects sentiment, identifies compliance gaps, and extracts actionable insights in real time and after the interaction.

Model Feature Matrix

This table lists Quality AI features and their supported model providers and models. (✅ Supported | ❌ Not supported)

Features

Advanced Topic Discovery based on Custom Taxonomy and Resolution Detection

Extracts topics and intents from agent conversations and detects resolution. Surfaces trends and anomalies based on customer sentiment, handle time, and resolution outcomes. Learn more

Agent Empathy Identification

Identifies instances of agent empathy in conversations where customers expressed negative sentiment. Learn more.

By Value Adherence Validation

Validates data adherence by comparing extracted metric values against reference data using multilingual LLM analysis. Returns binary adherence scores per metric. Learn more.

By Value Metric Extraction

Extracts by-value metrics from user, AI Agent, and human agent messages. Learn more.

By Hold Adherence

Detects when an agent places a user on hold and resumes the conversation. Learn more.

By Transfer Adherence

Identifies whether the agent informs the customer about a transfer. Learn more.

Churn & Escalation Identification

Identifies customer churn risk and escalation intents across agent conversations. Learn more.

Conversation Phase Identification

Identifies conversation phases for phase-level sentiment trajectory and resolution-aware sentiment analysis. Learn more.

Crutch Word Usage Detection

Detects agent crutch word usage in customer conversations. Learn more.

Default Script Adherence

Determines agent adherence to default script steps: greeting, branding, privacy policy, customer verification, hold etiquette, and call closing. Learn more.

GenAI-based Agent Answer Adherence and Customer Trigger Detection

Verifies agent adherence and detects customer triggers without requiring utterance configuration or training. Learn more.

Generating Similar QM Utterance Suggestions

Generates semantically similar phrases during design time. Learn more.

Post Conversation Sentiment Analysis

Generates post-interaction sentiment and emotion moment insights for agent conversations. Learn more.

Sentiment Analysis

Displays a real-time sentiment indicator during active chat conversations, updating dynamically as the conversation progresses. Learn more.

Topic Modelling

Extracts popular topics and intents from agent conversations. Learn more.

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GenAI Features - Quality AI

Model Feature Matrix

Features

Advanced Topic Discovery based on Custom Taxonomy and Resolution Detection

Agent Empathy Identification

By Value Adherence Validation

By Value Metric Extraction

By Hold Adherence

By Transfer Adherence

Churn & Escalation Identification

Conversation Phase Identification

Crutch Word Usage Detection

Default Script Adherence

GenAI-based Agent Answer Adherence and Customer Trigger Detection

Generating Similar QM Utterance Suggestions

Post Conversation Sentiment Analysis

Sentiment Analysis

Topic Modelling

Feature	Azure OpenAI	OpenAI	Google (Gemini 2.5 (Pro/Flash/Flash-Lite), Gemini 3.1 Pro Preview, Gemini 3 Flash Preview)	Custom LLM
Advanced Topic Discovery based on Custom Taxonomy and Resolution Detection	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o	✅	✅
Agent Empathy Identification	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o	✅	✅
By Value Adherence validation for Quality AI	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o, GPT-4o mini	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o, GPT-4o mini	✅	✅
By Value metric extraction for Quality AI	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o, GPT-4o mini	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o, GPT-4o mini	✅	✅
By Hold Adherence	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o, GPT-4o mini	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o, GPT-4o mini	✅	✅
By Transfer Adherence	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o, GPT-4o mini	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o, GPT-4o mini	✅	✅
Churn & Escalation Identification	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o	✅	✅
Conversation Phase Identification	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o	❌	✅
Crutch Word Usage Detection	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o	✅	✅
Default Script Adherence	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o	✅	✅
GenAI-based agent answer adherence and customer trigger detection	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o, GPT-4o mini	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o, GPT-4o mini	✅	✅
Generating Similar QM Utterance Suggestions	GPT-3.5 Turbo	GPT-3.5	✅	❌
Post Conversation Sentiment Analysis	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o	✅	✅
Sentiment Analysis	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o	✅	✅
Topic Modelling	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o	GPT-5.4, GPT-5.4 Mini, GPT-5.4 Nano, GPT-5.2, GPT-5.1, GPT-5-mini, GPT-4o	✅	✅

​Model Feature Matrix

​Features

​Advanced Topic Discovery based on Custom Taxonomy and Resolution Detection

​Agent Empathy Identification

​By Value Adherence Validation

​By Value Metric Extraction

​By Hold Adherence

​By Transfer Adherence

​Churn & Escalation Identification

​Conversation Phase Identification

​Crutch Word Usage Detection

​Default Script Adherence

​GenAI-based Agent Answer Adherence and Customer Trigger Detection

​Generating Similar QM Utterance Suggestions

​Post Conversation Sentiment Analysis

​Sentiment Analysis

​Topic Modelling

Model Feature Matrix

Features

Advanced Topic Discovery based on Custom Taxonomy and Resolution Detection

Agent Empathy Identification

By Value Adherence Validation

By Value Metric Extraction

By Hold Adherence

By Transfer Adherence

Churn & Escalation Identification

Conversation Phase Identification

Crutch Word Usage Detection

Default Script Adherence

GenAI-based Agent Answer Adherence and Customer Trigger Detection

Generating Similar QM Utterance Suggestions

Post Conversation Sentiment Analysis

Sentiment Analysis

Topic Modelling