Bringing human insight to the AI age
Many companies today have adopted AI to handle customer conversations, from chatbots to digital agents and automated responses. These systems are efficient, consistent, and always available. But once they’re deployed, most companies realize they don’t actually know how their AI is performing.
They understand that AI has limitations. It may sound polite but miss empathy or answer correctly but still feel detached. What’s often unclear is how these subtle gaps influence the customer experience, satisfaction, or trust, and ultimately, how they impact the business.
That’s where BPA Quality comes in.
Making AI performance measurable
For more than 30 years, BPA has helped global brands understand what truly happens inside millions of customer interactions. Each year, our analysts listen to or observe more than three million conversations across different industries and channels, including phone, chat, email, and digital platforms.
We apply principles from behavioral psychology and linguistics to translate specific human behaviors into measurable attitudes, perceptions, and emotions such as empathy, effort, trust, and confidence.
Our internal evaluators are highly trained and maintain an inter-rater reliability above 0.9, ensuring consistency and credibility across every analysis.
What we deliver
We bring the same scientific approach to evaluating AI-driven interactions. We identify how AI performs in tone, empathy, and contextual understanding, highlight its strengths and limitations, and show how those areas influence customer satisfaction, retention, and trust.
We connect these findings back to business outcomes and provide clear, data-driven recommendations to help companies optimize their AI systems and make better vendor decisions.
Why it matters
Our goal isn’t to say AI can’t do what humans can. Most companies already know that, and they’re not going to turn away from automation because of it. Instead, we help them truly understand how their AI performs, where it adds value, and where it may quietly weaken the experience.
By combining automation’s efficiency with our human insight, we help organizations move from simply using AI to actually improving it, ensuring every digital interaction feels human, trustworthy, and aligned with their brand.
