How Advancelytics Analyzes and Scores Customer Chats in Real Time
“We don’t know what happens in half our chats.”
That’s what one CX leader admitted on LinkedIn — and dozens more agreed.
When a customer goes silent and the agent quietly closes the chat, most systems log it as a success. But the reality? It's an unresolved issue, a frustrated customer, and a missed opportunity to learn.
Post-chat surveys don’t capture this. Manual QA catches it too late. Coaching happens after the damage is done.
That’s why Advancelytics built a real-time AI-powered QA system — one that:
- Flags ghosted resolutions and missing confirmations,
- Scores every message against quality metrics live,
- And surfaces coaching prompts before the customer leaves the chat.
The future of QA isn’t reactive. It’s real-time.
What Is a Real-Time AI Chat Rating System?
An AI chat rating system automatically evaluates support conversations as they happen. It replaces unreliable post-chat surveys and manual QA backlogs with intelligent, real-time insights.
Key Features:
- 🔍 Live Sentiment Analysis
- 🚨 Ghosting & Drop-off Detection
- 🧠 Coaching Tips in the Moment
- 📊 Granular Scoring by QA Metrics
💬 Example: Real-Time QA Scoring in Action
Customer: “Hi, the promo code isn’t working.”
Agent: “Let me check... It looks like it expired. Want me to generate a new one?”
AI Scoring Output (Live):
Metric | Score | Notes |
Clarity | 5/5 | Clear reply with explanation |
Confirmation | 2/5 | No confirmation of customer success |
Proactive Help | 3/5 | Offered solution only if requested |
Empathy | 4/5 | Friendly tone maintained |
📉 Why Post-Chat QA & Surveys Are Broken
According to Zendesk's 2024 CX Trends Report:
- Only 8–12% of users fill out CSAT surveys
- Less than 5% of chats are manually reviewed
- 45% of ghosted chats are marked "resolved"
- Coaching often lags 3–5 days, reducing impact
That’s why real-time QA isn’t a luxury — it’s a must-have.
📈 Case Study: Mid-Market SaaS Team Cuts Ghosted Chats by 37%
Company: Scheduling SaaS provider with 12,000+ monthly chats
Problem: High rate of silent closures, low CSAT
Solution: Implemented Advancelytics real-time scoring engine
30-Day Results:
- 📉 37% fewer ghosted closures
- 🧠 52% increase in agent coaching interactions
- ⏱️ Feedback delay reduced from 3 days to 30 seconds
- ✅ “Resolution Confirmed” tags up 21%
🧩 Inside the Advancelytics AI-Powered QA Framework
Each message is scored across a structured 9-metric model:
QA Metric | What It Captures |
Clarity | Is the message easy to understand? |
Confirmation | Was resolution clearly confirmed? |
Tone | Empathy, politeness, and alignment with brand voice |
Next Steps | Are follow-ups or actions clearly outlined? |
Personalization | Tailoring to customer’s specific issue |
Proactive Help | Offering help before being asked |
Timeliness | Responsiveness and pause analysis |
Professionalism | Proper grammar, no slang or vague phrasing |
Closure Quality | Was the chat wrapped up with care and clarity? |
🔌 Real-Time Chat Scoring That Fits Into Your Workflow
Advancelytics integrates with your existing support stack in minutes:
✅ Native integrations with:
- Zendesk
- Intercom
- Freshdesk
- Salesforce
- Slack (for alerts)
✅ API Access for custom tools
🛠️ Setup Time: ~30 minutes
🧑💻 No training required — the model adapts to your chat history.
🔍 Best Practices for Using Real-Time QA
- 🎯 Enable threshold alerts for missed confirmations or ghost closures
- 📈 Track weekly improvement via agent dashboards
- 🧪 Use flagged chats for coaching during 1:1s
- ⚡ Auto-tag ghosted chats and build a resolution follow-up workflow
- 🧑🏫 Combine human + AI QA for full coverage at scale
🚀 The Future of Support Quality Is Now — Are You Ready?
Support leaders are tired of playing catch-up with QA.
With Advancelytics, you don’t wait days to know where things went wrong. You:
- Get real-time coaching feedback
- Catch unconfirmed resolutions instantly
- Scale QA with zero added headcount
✍️ Featured FAQ
What is an AI chat rating system?
An AI chat rating system automatically scores customer support conversations based on quality metrics like tone, clarity, resolution confirmation, and proactiveness — without requiring post-chat surveys or human reviewers.
Can Advancelytics integrate with my CRM?
Yes. Advancelytics integrates with major platforms like Zendesk, Freshdesk, Intercom, and Salesforce. You can also use the API for custom CRMs.
How does it detect ghosted chats?
Advancelytics uses conversation flow modeling to detect when a customer drops off or never confirms a resolution — flagging those for review or follow-up.
Is this better than manual QA?
Real-time scoring offers speed and consistency that manual QA can’t scale. Combine both for the best results.
🎯 Choose Your Next Step
🟢 Want early access?
👉 Join the waitlist