Dora by Gatestone
Dora QA
Review every customer interaction with consistent AI evaluation, clearer performance insight, and coaching focused on what matters most.
Every interaction understood
What Dora delivers
Move quality management from small samples to complete operational visibility
Automated interaction evaluation
Review voice and digital interactions against configurable criteria without relying on limited manual sampling.
Flexible quality scorecards
Translate policies, compliance requirements, service standards, and brand expectations into transparent evaluation logic.
Coaching and risk intelligence
Surface trends, exceptions, and skill gaps so leaders can prioritize coaching and investigate issues faster.
Challenge to response
OPERATING SIGNALS
MONITORED
Challenge 01
A small review sample cannot reliably expose widespread process, compliance, or experience issues.
Gatestone Digital response
Apply consistent criteria across supported interactions and direct human attention to the findings that matter most.
Challenge 02
Ambiguous criteria and inconsistent interpretation weaken trust in coaching and performance decisions.
Gatestone Digital response
Use transparent scorecards, evidence, confidence thresholds, and recurring expert calibration.
Challenge 03
Dashboards alone do not create better behaviours, processes, or customer outcomes.
Gatestone Digital response
Connect findings to coaching, policy updates, workflow redesign, and measurable follow-through.
Enterprise perspective
Make quality a continuous operating signal
Dora delivery system
A controlled path from scorecard design to continuous improvement
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Connect interactions
Integrate supported interaction sources, metadata, customer context, and existing quality workflows.
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Define the scorecard
Translate quality standards, policies, risk controls, and desired outcomes into measurable criteria.
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Calibrate with experts
Compare AI and human evaluations, resolve ambiguity, and establish acceptable scoring confidence.
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Launch in shadow mode
Run evaluations alongside current QA processes to validate accuracy, workflow fit, and reporting.
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Operationalize action
Route insights into coaching, compliance review, process improvement, and leadership reporting.
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Improve continuously
Monitor drift, refresh criteria, recalibrate models, and measure the impact of quality interventions.
Broader coverage with stronger accountability
Quality teams gain a consistent evidence layer while retaining control of interpretation, coaching, and consequential decisions.
Technology ecosystem
Trusted platforms. Thoughtful delivery. A faster path to value.
We combine leading cloud, data, AI, CRM, and CX platforms with Gatestone’s customer operations experience to move from strategy to production and keep improving after launch.
PLATFORMS WE WORK WITH
Fin
TCN
Aryza
Microsoft
Google Cloud
Claude
aws
Outcome architecture
Define the business decision, experience, and operating metric before choosing technology.
Governed integration
Connect identity, data, workflow, and permissions so AI can operate safely in context.
Adoption and optimization
Instrument performance, train teams, and improve continuously after launch.
How it works
Quality intelligence built around the full interaction lifecycle
Omnichannel ingestion
Bring supported voice, chat, email, and messaging interactions into one quality workflow.
AI-assisted scoring
Root cause analytics
Closed-loop coaching
Enterprise control
AI scoring with accountable human governance
Dora QA keeps quality leaders in control through clear criteria, calibration workflows, traceable evidence, and monitored changes.
Human calibration before production use
Traceable evidence behind every evaluation
Role based access and controlled scorecard changes
Enterprise control
GOVERNED
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