tanviet12/chat-quality-agent

Chat Quality Agent - Agent phân tích chất lượng CSKH bằng AI

What it solves

Chat Quality Agent (CQA) is designed to automate the quality assurance (QA) process for customer service interactions. Instead of manually reviewing chat logs, businesses can automatically evaluate whether customer support agents are meeting quality standards across multiple platforms.

How it works

The system synchronizes chat messages from platforms like Zalo OA, Facebook Messenger, and Pancake. It then uses Large Language Models (LLMs) such as Claude, Gemini, ChatGPT, or Grok to analyze the conversations. The AI evaluates the chats based on custom criteria, assigning a score (0-100) and providing detailed feedback. The system also categorizes chats by topic (e.g., complaints, pricing inquiries) and sends automated alerts via Telegram or Email when quality issues are detected.

Who it’s for

Business owners and customer service managers who need to monitor the support quality of their teams across various social messaging apps without manual auditing.

Highlights

  • Multi-platform sync: Integrates with Zalo OA, Facebook Messenger, and Pancake.
  • AI-powered evaluation: Supports multiple AI providers for quality scoring and detailed feedback.
  • Cost-efficient processing: Features a "Batch AI mode" to group multiple chats per AI call to reduce API costs.
  • Multi-tenant architecture: Supports multiple companies on a single system with tiered permissions (Owner, Admin, Member).
  • MCP Integration: Includes Model Context Protocol (MCP) support for use with Claude Web/Desktop.
  • Built-in Dashboard: Provides statistics, charts, and recent alerts for a high-level view of service quality.

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