Your knowledge base, now connected to your QA

Now, you can evaluate agents based on whether their conversations are correct, not just how they were handled. Your own policies, procedures, and product knowledge, now factored into your QA.

Book a private demo Register for our live open demo

Tired of scoring only half the picture?

AutoQA is brilliant at scoring empathy, structure, compliance adherence. All evaluated automatically, at scale, across every interaction.

What it can’t tell you is whether the agent gave the customer the right answer. Whether they quoted the correct policy. Whether the information they shared actually matched what your business says it should.

It’s a knowledge limitation. And no AutoQA system had access to yours – until now.

Your AI doesn't know what you know

Generic AutoQA evaluates conversations against generalised quality criteria. It has no access to your compliance policies, your product catalogue, or your internal procedures — so it can’t tell you whether the information your agents gave was actually correct.

Manual review can't scale like AutoQA

The line items that require business knowledge have always needed a human reviewer who knew the business inside out. That doesn’t scale — and it means your most important quality checks are also your least consistent ones.

You want to trade 'good' for 'correct'

AutoQA can tell you an agent was polite, empathetic, and well-structured. It can’t tell you whether what they said was right — and that gap is where complaints, escalations, and regulatory exposure live.

You need Quality that reflects nuance

Every contact centre operates differently. Different products, different processes, different compliance requirements. Generic AutoQA applies the same lens to all of them, but you want nuance.
Knowledge Vault Upload your internal documents and attach them to specific line items on your scorecards. When the AI evaluates a conversation, it references the relevant knowledge — and tells you whether the agent’s answer held up.

UPLOAD YOUR KNOWLEDGE BASE, TRANSFORM YOUR QA

Introducing:
Context Engine

Context Engine lets you upload your own knowledge base — policy guides, product catalogues, compliance procedures — into evaluagent. The AI references them during every evaluation, so it’s no longer scoring conversations in isolation. Now, you get:

  • Line items that assess whether the agent gave the right answer
  • Evaluations that check whether the right process was followed for that specific interaction type
  • Automated scoring against your specific policies, products, and procedures — not a generic benchmark

The result is a category of evaluation that simply wasn’t possible before.

Standard AutoQA

evaluagent’s Context Engine

  • Control what goes in

    Documents are uploaded and managed manually — which means you decide exactly what the AI has access to, and when.

  • Simple to implement

    Attach Knowledge Vault documents to specific line items on your existing scorecards, where factual accuracy matters most.

  • No hidden charges

    There’s no separate licence and no additional charge for evaluagent users. You get a more powerful version of the platform.

Ready to see it for yourself?

See every interaction, marked the way your best human evaluators would.

Join our open demo of Context Engine on May 6th at 3PM (BST). You’ll leave knowing:

  • What Context Engine is and how it works within your AutoQA
  • The new category of line items it makes possible — evaluations that were never automatable before
  • How to get started with Company Information and the Knowledge Vault
  • What it means for your QA programme in practice

There’ll be time for questions at the end, bring them along!

Register your place

Loading Form…

What is Context Engine?

Context Engine is a new capability inside evaluagent’s AutoQA platform. It allows you to upload your own internal documents — policies, procedures, product guides — so the AI evaluates conversations against your specific business knowledge, not generic quality criteria.

What kind of documents can I upload?

Any text-based document: SOPs, compliance policies, product catalogues, FAQ documents, renewal procedures, promotion terms. The AI references these during evaluation. Note: Context Engine currently supports text only — images and videos aren’t indexed.

Do I need to change my scorecards?

Not necessarily. Context Engine works alongside your existing scorecard structure. You attach Knowledge Vault documents to specific line items where factual accuracy is important — the rest of your evaluation stays exactly as it is.