Score AI - 2026 Pricing, Features, Reviews & Alternatives

Score AI is a customer experience (CX) management platform that delivers comprehensive AI-enabled quality assurance and training solutions for CX teams. The platform automatically audits customer interactions across all channels - emails, phone calls, live chats, and social media using artificial intelligence to scale the quality review process while maintaining precision and consistency.

The platform's quality assurance (QA) system creates custom scorecards aligned with specific business processes and standard operating procedures, ensuring compliance monitoring and adherence tracking in real-time. Unlike traditional sampling-based QA approaches, Score AI provides complete coverage of customer interactions, identifying patterns and issues that might otherwise go unnoticed. Agent development accelerates through personalized coaching powered by AI analytics that highlight individual strengths and improvement areas.

Daily AI-generated summaries provide actionable insights for managers conducting feedback sessions, while the system identifies winning interaction patterns that can be replicated across entire teams. Its AI roleplay functionality helps optimize new hire onboarding through scenarios that simulate real customer service challenges, allowing agents to practice with AI customer personas. The voice of customer analytics feature automatically categorizes and tracks customer concerns, sentiments, and recurring themes across all conversations, enabling proactive root cause analysis and trend identification.

Score AI's conversation intelligence features enable users to analyze speech patterns, pace variations, filler words, and silence periods, providing comprehensive performance metrics that drive continuous improvement. It facilitates integration with existing CX infrastructure including ticketing platforms, dialers, CRMs, and knowledge bases, ensuring that training and QA processes always reflect latest procedures and policies. This unified approach transforms reactive quality management into a proactive, data-driven strategy that enhances both agent performance and customer satisfaction outcomes.