As AI agents take on more customer conversations, service leaders need a way to know whether automation is delivering the outcomes a great human agent would. The Gartner® report, How Service QA Should Evaluate AI-Driven Customer Interactions, takes on that question directly. AmplifAI is recognized in the report.

“As AI-driven interactions handle more customer service requests, leaders need objective ways to determine whether automation performs as effectively as human-assisted service without degrading the customer experience. This research shows how to extend QA scorecards to AI-driven interactions.”

Gartner, How Service QA Should Evaluate AI-Driven Customer Interactions, Jonathan Schmidt, Brett Overbey, Ian Elliott, 1 September 2026.

Why we believe this matters

We built AmplifAI on a simple idea: your customers do not grade a conversation differently because a bot handled it. In our view, the organizations that win with AI agents will hold every interaction, human or AI, to one quality standard and act on what they learn. That is what AmplifAI is designed to do:

• One QA solution. Human agents and AI agents are scored in the same platform, on scorecards tuned to each and comparable by design, under the same calibration and governance.
• One customer signal. Every interaction, whoever handled it, feeds one view of why customers reach out and how it went.
• Enterprise action for AI agents and live CX teams. Findings route to the people who can fix the cause: coaching for agents, remediation for AI, and prioritized actions for product, marketing and compliance teams.

The four recommended actions from the Gartner® report, quoted verbatim

1. Establish a quality baseline for the customer interaction.
2. Build human-comparable AI interaction scorecards.
3. Establish quality and technical accountability layers.
4. Integrate AI QA into the broader quality intelligence (QI) program.

Gartner, How Service QA Should Evaluate AI-Driven Customer Interactions, Jonathan Schmidt, Brett Overbey, Ian Elliott, 1 September 2026.

Fill out the form to read the report!

The full Gartner® report is available now, courtesy of AmplifAI. Fill out the form and read away!

Gartner, How Service QA Should Evaluate AI-Driven Customer Interactions, Jonathan Schmidt, Brett Overbey, Ian Elliott, 1 September 2026.

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