Version history

Version 1.0.2 - May 2026

• Auto QA is a native ServiceNow platform capability that automatically scores 100% of customer service cases against configurable quality parameters using AI — replacing manual, sampled case review with comprehensive, unbiased quality assessment. Built as a scoped application inside ServiceNow CSM, it requires no new tools, no additional logins, and no integration projects.
• Support organizations today manually review 2–15% of agent interactions per period, leaving up to 98% of interactions unseen. Auto QA closes this gap by scoring every case at closure, surfacing parameter-level scores, score trends, and AI-generated evidence justifications — all inside the platform where supervisors and QA coaches already work.
• Auto QA is the only quality assessment capability built natively for ServiceNow CSM customers. It turns every closed case into a quality data point, giving organizations the visibility to understand agent performance patterns at full scale.