One scorecard
The same rubric for an AI agent and a person, so the comparison means something.
Platform / AI agent management
Rank AI agents against your best people
Palera ranks every AI agent you run, from any vendor, against the people doing the same work, on your conversations and your QA form. Most AI vendors grade their own homework on their own conversations.
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Rank AI agents against your best people
The AI scores every closed conversation on your rubric. A manager overrides, and the override is what trains the agent.
How a score becomes training
The AI scores it. The manager decides.
In Palera, your AI QA agent scores every closed conversation against your QA form, and a manager reviews, overrides and approves the score before anything trains the model.
- An AI agent scores each conversation once it closesOn a rubric you write. Speed to resolution, compliance, empathy, disclosure, whatever the campaign calls for.
- A manager reviews and overridesThe manager's number is the one kept. Nothing leaves before a human has seen it.
- The note matters more than the numberA score says the conversation went well. The note says what to do again, and that is what goes back to the model.
- Approvals accumulate into a performance recordAfter enough of them you have a record for your AI agents in the same shape as the one you keep for your people.
- You coach on evidence and compare vendors on your own trafficNot on the vendor's benchmark, on yours.
What the benchmark shows
Averages hide things. Rank on one criterion and the order inverts.
Ranking agents on a single criterion, such as speed or empathy, often reverses the order an overall average shows. Two agents can look level overall and be nothing alike underneath. Speed and empathy are different skills, and almost nothing is good at both. Palera can show this because every agent, AI and human, writes to one conversation record.
With a ranking per criterion, a contact center can route the work that rewards speed to one set of agents and the work that rewards empathy to another. Resolution times fall and CSAT climbs, and neither result is a trade you had to guess at.
Why this is rare
Nearly every AI vendor will show you their agent's analytics. Very few will run a competitor's agent at all, and the quality platforms that do are not your contact center. Palera is both a contact center and a platform that runs any vendor's agent, which is why the comparison is possible in Palera and almost nowhere else.
What you get out of it
Palera gives AI agents and people one scorecard, a human review of every score, vendor evidence from your own conversations, and scoring on every conversation instead of a sample.
Human in the loop
Every score is reviewable and every override is recorded before it trains anything.
Vendor evidence
Decide which AI vendor to keep using your conversations, not their demo.
Less manual QA
Every conversation is scored, not the 2% a QA team can listen to.
Bring your agents. We will grade them.
Run your current AI vendor inside Palera for a month and see how it scores against your floor.
