AI training & assessment consulting
Make AI-supported evaluation accurate, CX-driven, clear, and coachable
Better evaluation isn’t about more dashboards. It’s about clear behaviours, consistent evaluation, and insights that turn QA data into positive performance shifts. Scale your AI QA with confidence and drive real behavioural change.
The problem we solve
AI-supported QA evaluation is terrific in theory, difficult in practice.
Many teams using platforms such as Amazon Connect or AI conversation analytics find they have more visibility, but not always more clarity.
We help you define the CX and compliance behaviours that actually drive outcomes and calibrate your AI and human evaluation so outputs are accurate, trusted, and actionable.
Without that clarity:
- AI becomes “just another measure”
- Leaders question accuracy
- Calibration disputes increase
- Agents receive feedback they can’t translate into behaviour change
When deployed well, AI becomes a scalable signal — one that supports step-by-step behavioural development and strengthens governance confidence.
Our point of view
What we do
- Assess what your people need to do differently, based on performance goals and strategy
- Define observable micro-behaviours aligned to CX, compliance, and risk
- Calibrate AI and human evaluation against the same behavioural standards
- Translate evaluation outputs into practical development plans
- Design governance and change rhythms so AI adoption builds trust, not resistance
What we don't do
- Generic AI insights disconnected from behaviour
- One-off AI projects without embedment
- Governance layers that slow practical improvement
How we work
We translate strategy and standards into observable behaviours.
For example:
- Checks customer understanding before offering options
- Explains reasons using plain, simple language
This removes ambiguity and strengthens calibration confidence.
We align humans and AI to the same definitions (using de-identified samples where required).
Calibration focuses on:
- Behaviour accuracy
- Compliance interpretation
- CX judgement alignment
This builds trust in AI outputs and increases leadership confidence in data.
Importantly, this work is driven by operational leaders — not treated as an IT implementation.
AI detection is only valuable when it shapes behaviour.
YakTrak enablement (optional) helps leaders:
- See exactly which behaviours to coach
- Set short, practical goals
- Track improvement clearly
- Follow a rhythm that fits real work
Leaders coach with precision. Teams know what to improve.
We design a rhythm where:
- Every issue has an owner
- Actions have due dates
- Evidence is captured
- Improvements are verified
Detection becomes defensible remediation.
What changes
First (leading indicators)
- Stronger AI–human calibration
- Reduced disputes about scoring
- Behaviour-specific coaching
- Faster resolution of repeat issues
Over time
- Clear alignment between CX, compliance and coaching
- Reduced variability across teams
- Measurable behavioural uplift linked to defined standards
- Increased executive confidence in AI-supported QA
Frequently asked questions
Got questions? These FAQs explain what YakTrak is, how it fits, and the outcomes to expect so you can choose the right pathway with confidence.
Not always.
Start with Platform if behaviours/frameworks are defined and you need execution, visibility and evidence.
Start with Consulting if "what great looks like" needs clarifying or your context requires bespoke design.
Choose Both for the fastest path in complex rollouts.
Next steps
Map your evaluation challenges and see the behaviours that matter most for your teams.