100% instead of 2 to 5%
iQ replaces random sampling with full coverage and flags the conversations to prioritize.
You only listen to a handful of calls. What are the rest saying?
A few monthly call reviews, manually filled scorecards, surveys with low response rates. Quality is managed based on a sample, and real pain points slip through the cracks. iQ replaces sampling with full coverage.
Assess, understand, supervise
Three functions, one unified analytics foundation for all your channels.
01
Quality Monitoring
Quality assessed on every interaction
Your scorecards are automatically applied to every call, chat, ticket, or review. Scoring by criteria, detecting mandatory mentions and prohibited phrases. When stakes are high, an evaluator reviews the interaction, scores it blindly, and justifies each criterion.
Your managers stop listening at random and focus on what truly matters.
02
Voice of the Customer
What your customers are really saying
Instead of survey scores, iQ analyzes what customers express in the interaction itself. It surfaces contact reasons, recurring pain points, sentiment, and weak signals, day by day and channel by channel.
You spot irritants before they escalate into crises.
03
AI Agent Supervision
A bot is an agent like any other
Using their transcripts, iQ scores your conversational agents with the same scorecards as your human agents, regardless of the provider. It detects failures and requests outside their scope.
You fix a bot before its mistakes reach your customers.
Begin with a customer service audit
Discovery is the gateway to iQ. Using an export of your emails, tickets, transcripts, or recordings, fAibrik analyzes 100% of interactions from the selected period. No predefined scorecards. Categories emerge from your own conversations. Allow at least one week, depending on volume and diversity.
What the audit measures
- Contact reasons
- Pain points, broken down by root cause
- Customer sentiment
- Quality of responses provided
- Automation potential, from simple information requests to queries requiring human intervention
What you receive
- Automation opportunities, ranked by volume and sentiment
- Verbatims behind every metric
- Natural-language interaction with your data
- A commented deliverable
The kind of insight an audit delivers. In an e-commerce dataset, an initial analysis suggested 85% service failures. By distinguishing true failures from requests blocked by missing system data, the audit flipped the narrative: 17% real failures, versus 74% of requests stalled due to a missing integration. The issue wasn’t the team; it was a missing link in the IT system.
You know what’s costing you, what can be automated, and in what order. And if you proceed with iQ, you keep the tool to dig deeper.
Why choose iQ?
01
02
AI calibrated to your experts
Your manager, quality evaluator, and AI each score the same interaction. iQ measures discrepancies, reveals potential AI bias, and lets you decide. Result: automated scoring your teams trust.
03
One foundation for all channels and agents
Scorecards, skills, and agent benchmarks are shared across calls, chats, tickets, and reviews. Configure once, compare everywhere, including bots.
04
Sovereign by design
Team in France, EU hosting, with sovereign models available. iQ is offered as SaaS, a dedicated instance, or deployed in your own infrastructure. Sovereignty and deployment →
Customer service analytics features
Quality Monitoring
- Configurable evaluation scorecards (criteria, weightings, thresholds)
- Automatic scoring by criterion and overall score
- Compliance detection: mandatory mentions, GDPR, legal scripts, prohibited phrases
- Blind human evaluation, with synchronized audio and transcription
- Calibration between AI, manager, and quality evaluator
Voice of the Customer
- Summary, language, tone, and emotion for each interaction
- Extraction of reasons, categories, and intents
- Detection of recurring pain points and weak signals
- Sentiment and satisfaction analysis, interaction by interaction
- Identification of missed commercial opportunities
AI Agent Supervision
- Bot scoring using the same scorecards as human agents
- Detection of failures and out-of-scope requests
- Human vs. bot comparison (satisfaction, resolution, response time)
Analytics & Integrations
- Automatic call transcription, on-demand or bulk analysis
- Real-time dashboards and automated reports
- Threshold-based alerts: quality drops, spike in contact reasons, agent drift
- Impact measurement of events or actions on your scores (outages, training)
- Integrations with telephony, contact centers, CRM, and bot platforms
- Exports, API, role-based access, and audit logs
Discover our other modules
Have highly specific needs? Build your ultra-custom solution.
Build your custom solutionFrequently asked questions
What’s the difference between Quality Monitoring and Voice of the Customer?
Quality Monitoring assesses the quality of responses from your teams and AI agents. Voice of the Customer analyzes what your customers express: their reasons, pain points, and sentiment. iQ combines both in one tool.
Why analyze 100% of interactions instead of a sample?
Manual listening covers just 2 to 5% of interactions, which can hide real trends or pain points. Full analysis provides a complete, reliable picture and helps prioritize which interactions to review.
Which channels does iQ analyze?
Calls (automatically transcribed from your telephony system), chats, tickets (emails, forms), and customer reviews.
Does iQ analyze my AI agents too?
Yes. Using their transcripts, iQ scores your conversational agents with the same scorecards as your human agents, regardless of provider, and detects failures and out-of-scope requests.
Can you trust automated scoring?
iQ calibrates its AI to your experts: manager, quality team, and AI score the same interactions, iQ measures discrepancies, and you validate the reference scoring. The AI aligns with your own criteria.
What is the Discovery audit?
It’s the gateway to iQ. Using an export of your emails, tickets, transcripts, or recordings, you get a 100% analysis of your interactions: reasons, pain points, response quality, and automation potential. Allow at least one week, depending on volume and diversity.
What are the benefits of a customer service analytics tool?
It helps you identify areas for improvement, track team and AI agent performance, and make data-driven decisions.
Is iQ available as SaaS or on-premise?
Both, and a third option: iQ is offered as SaaS (hosted in the EU), a dedicated instance (your isolated platform, hosted in the EU by fAibrik), or on-premise in your own infrastructure.