QA Hub: Agent quality is a team sport | Decagon

This post introduces QA Hub, a new component of the AI Support Agent Platform, designed to streamline human-in-the-loop quality review for AI agents. QA Hub provides a dedicated workspace for organizing QA batches, applying custom rubrics, and tracking follow-ups, allowing CX teams to shape the workspace around their specific processes with configurable columns, filters, and saved views. It facilitates collaboration by enabling teams to organize batch reviews, assign owners, and tag teammates. The External QA Page extends this capability for external testers. QA Hub is positioned as complementary to Watchtower (automated QA), with QA Hub focusing on human expertise for building trust, pressure-testing rubrics, and incorporating diverse perspectives, while Watchtower provides broad coverage for known quality signals and failure patterns. Duet is integrated to assist in creating review batches, scoring conversations, and synthesizing reviewer feedback into actionable insights for agent improvement.