📣 Release: Structured Coaching Feedback in AutoQA

We're excited to announce a significant upgrade to AutoQA feedback! AutoQA now delivers structured, actionable coaching feedback that makes it easier than ever to turn QA evaluations into meaningful coaching conversations. 🎯

📈 What's New

Previously, AutoQA provided generic feedback about what an agent should do — which was often too vague for effective coaching. Now, when AutoQA detects a criterion violation, the feedback is broken into three structured components that give both managers and agents a clear, actionable understanding of what went wrong and how to improve.

🎯 New Feedback Structure

① Observation — What Happened

Describes exactly what occurred in the ticket interaction that led to the violation. This gives the agent concrete context rather than a vague statement.

② Assessment — Why It Was a Problem

Explains why the observed behavior is a problem — how it impacts the customer experience, compliance, or business outcomes. This helps agents understand the "why" behind the feedback.

③ Recommendation — Actionable Next Step

Provides a specific, actionable suggestion the agent can implement immediately to avoid the same issue in future interactions.

🛠️ How to Enable

1. Navigate to Settings → Quality Assurance → select your QA Scorecard

2. Under Auto QA Feedback, select the structured feedback format to enable the Observation + Assessment + Recommendation output

3. Save your changes. New AutoQA evaluations will now generate feedback in the structured format

💡 Pro Tip: Use the Test button on any criterion to preview how the structured feedback looks on previously rated tickets before rolling it out to your team.

✨ Benefits

• Clearer coaching conversations: Structured feedback gives managers and agents a shared framework for discussing performance.

• Faster coaching prep: Managers no longer need to interpret vague feedback — the observation, assessment, and recommendation are ready to share.

• Better agent self-service: Agents can understand what happened, why it matters, and what to do differently — all from the feedback alone.

• Improved Mentor Cards: When AutoQA feedback flows into Mentor Cards or AI Coaching, the structured format makes the coaching even more actionable.

🚨 Important: This is the first iteration. If you notice any inconsistencies in the generated feedback, please share your observations with your CSM so we can continue refining the output quality.

Need Help? 🤝

• Email: support@kaizo.com

• In-app chat: Click the help icon in Kaizo

• Your CSM: Schedule time with your dedicated Customer Success Manager