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Gain complete visibility into every customer conversation

Always-on monitoring and QA for AI and human agent interactions against your custom criteria

Watchtower gives you complete, real-time visibility into every customer conversation, without the manual overhead of traditional QA.

Whether you're monitoring for compliance risks, negative sentiment, or upsell signals, Watchtower reviews every interaction against your custom criteria and surfaces what matters most.

Define exactly what you want to monitor

Natural language flagging criteria

Define what matters using natural language. From "mentions of frustration" to "violations of data privacy policy," Watchtower understands your flagging criteria and applies your intent contextually.

Precision filters

Filter by CSAT, support channel, user metadata, resolution status, and more, so your team can quickly zero in on high-impact customer interactions.

Flexible time windows

Review past conversations or set up continuous monitoring going forward. Simply define your time range, and Watchtower handles the rest.

Scale QA without scaling headcount

Always-on monitoring

Surface compliance risks, sentiment issues, or upsell opportunities the instant they occur, enabling your team to take immediate, informed action.

Custom categorization

No more sifting through endless transcripts. Organize findings into meaningful clusters like “data privacy violations” or “purchase intent,” giving you clarity and focus.

Flexible rubric scoring

Define multiple fields in a single Watchtower, each with its own scoring options. Assign point values and track average scores over time to unlock critical insights.

Turn support data into customer intelligence

Real-time dashboards

Track trends across flags and categories to spot systemic issues, monitor progress, and prove impact from a single source of truth shared across teams.

Conversation drilldowns

Investigate issues in depth by moving seamlessly from high-level dashboard trends to individual transcripts, with full conversational context.

Comprehensive business insights

Start by catching risks like compliance violations or low CSAT, then expand to uncover product gaps, spot recurring feature requests, and identify conversion signals.