AmplifAI Named a Leading Provider in CMP Research’s Automated QA/QM Prism for the Second Year in a Row
Quality Intelligence, with Auto QA, scores up to 100% of interactions for AI agents and live teams, and turns findings
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AmplifAI, the AI-native workforce orchestration platform for performance and CX management, today announced that CMP Research has named it a Leading provider in the CMP Research Prism for Automated QA/QM, Q3 2026, for the second year in a row.
AmplifAI is also recognized in Gartner® research on evaluating AI-driven customer interactions. As AI agents take on more customer conversations, service leaders need a way to know whether automation is delivering the outcomes a great human agent would. The Gartner® report, How Service QA Should Evaluate AI-Driven Customer Interactions, takes on that question directly.
At a leading US pharmacy and health benefits company, quality analysts reviewed as few as two calls per agent a month. In that program, AmplifAI’s Auto QA now scores 100% of interactions.
AmplifAI’s Quality Intelligence scores AI agent, chatbot, voice, chat, email, SMS and social conversations against the right scorecard for each channel and program: resolution for AI agents, judgment and rapport for live teams. It sustains 90%+ calibration accuracy, governed in its Design Studio through statistical validation, human sign-off and audit trails. In CMP’s view of a typical Phase 1 deployment, core automation is live in 30 days.
Auto-fails and low scores trigger coaching, measured through AmplifAI’s patented Coaching Effectiveness Index. For large teams, AmplifAI’s Quality Intelligence with AI-assisted team-leader workflows has cut gameplan prep as much as 72% and coaching prep as much as 62%.
“Your customers do not grade a conversation differently because a bot handled it,” said Sean Minter, CEO of AmplifAI. “AI agents and live teams need scorecards built for each and comparable by design, with every finding routed to whoever can fix the cause.”
The placement builds on AmplifAI’s Core Performing placement in the CMP Research Prism for Customer Analytics & Insights, 2026, and its Automation Solution of the Year win at the 2026 CCW Excellence Awards.
About AmplifAI
AmplifAI is the AI-native workforce orchestration platform for performance and CX management. It unifies data, Quality Intelligence, Customer Analytics, coaching, performance management and gamification for AI agents and people. Founded in 2018, AmplifAI is headquartered in Plano, Texas. Learn more at www.amplifai.com.
View source version on businesswire.com: https://www.businesswire.com/news/home/20261111603984/en/
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