Build quality into every response with AI QA
Find gaps before customers do and coach
with clarity
- October 21, 2026
- 11:00 AM PT
- 35 Minutes
About this event
Every support reply shapes how customers see your brand. An unanswered question means another follow-up. An unclear explanation leaves them unsure of what to do next.
Quality reviews help teams spot these problems, but managers can only review so many conversations. By the time they find an issue, the customer has already experienced it.
Join us to see how Hiver’s AI QA helps teams prevent quality issues before they reach customers. We’ll show you how AI QA helps teammates catch and fix gaps as they write, using your quality standards. You’ll also learn how to spot recurring issues and focus coaching where it’s needed.
Speakers
We surveyed 700+ support leaders globally, and one finding stood out - 9 out of 10 leaders are uncomfortable with AI representing their brand directly in customer-facing interactions.
In this session, we explore where that hesitation comes from, how accountability shifts when AI is involved, and where teams should draw the line between human judgment and automation
Hear from a panel of distinguished CX leaders, who are figuring out how to use AI responsibly in real support operations.
Moderator
Lucas Via
SVP of Customer Success
@Hiver
What you can expect to take away
from this discussion
Inside the Team
Prevent information gaps when tickets change hands by ensuring context, decisions, and account history are seamlessly passed between agents.
Cross-Team Coordination
Effectively loop in departments like engineering, finance, and CSMs without forcing them to work outside their native tools or losing the original conversation thread.
Customer Visibility
Reduce unnecessary escalations by providing customers with clear visibility into the status and progress of their support requests.
Where does manual QA fall short?
Explore what gets missed when QA covers only a sample and feedback arrives after the customer has experienced the issue.
How can you build quality into every response?
Learn how AI QA helps your team send better replies and gives managers the visibility to focus coaching where it’s needed.
See AI QA in action
- Make response quality scores reflect your team’s priorities.
- Get real-time suggestions to improve replies before sending.
- Explore quality trends and scorecards to identify recurring gaps and coaching opportunities.
Closing & Live Q&A
Get answers to your questions about using AI QA in your team’s quality review and coaching process.
