The QA breakthrough: Watchtower turns every support interaction into actionable intelligence | Decagon

This post introduces Watchtower, an 'always-on QA tool' within Decagon's analytics suite, which significantly enhances the AI Support Agent Platform by providing comprehensive analysis of all customer interactions (voice, chat, email). Key technical contributions include: 1. Voice QA: Enabling complete conversation coverage for voice calls, tracking voice-specific metrics like transfer rates and tone, and allowing deep dives into underperforming conversations. 2. Rubrics: Introducing custom scorecards that go beyond basic 'issue resolved' metrics, allowing quantification and trend tracking of qualitative aspects like tone, relevance, and brand voice. This involves defining multiple fields with scoring options to measure conversational quality at scale. 3. Templates: Providing pre-configured, proven QA configurations for common categories (user sentiment, conversation quality, engagement opportunities) to accelerate insight generation and customization.