Automation without visibility is a gamble. You can’t improve what you can’t see — and you can’t trust what you don’t understand.

That’s why we built AI Supervisor: the observability layer that gives every business, from startups to enterprise, complete transparency into how AI agents perform, why they respond the way they do, and where improvements are needed. It’s your assurance that automation is safe, explainable, and always getting better.

Today, we’re launching the refreshed AI Supervisor — the first release in our new Quality & Control suite. Over the next three weeks, we’ll complete the loop with AI Tester and Staging. Together, these products close the cycle: Observe → Test → Improve → Deploy Safely.

‍Why this matters

The difference between good and great AI automation isn't the technology—it's the ability to continuously improve based on real customer signals. Without transparency into what your AI is doing and why, you're flying blind. Without customer feedback at scale, you're guessing what works. Without automatic quality detection, problems fester until they explode.

That's exactly what the AI Supervisor solves. Companies using it are seeing:

• Improved CSAT scores through rapid identification and fixing of friction points
• Improved automated resolutions through continued configuration improvements
• 5x productivity gains in QA teams who now focus only on conversations that need attention
• Data-driven decision making with clear visibility into why customers contact support

This isn't just another analytics dashboard. It's enterprise-level depth and transparency made accessible for organizations of all sizes. Whether you're a startup handling hundreds of conversations or a global brand managing millions, AI Supervisor gives you the same powerful visibility—without the complexity that usually comes with enterprise tools.

Continues customer feedback

Your customers are already telling you what works and what doesn't—through their words, their tone, and their feedback. AI Supervisor captures all of it:

• Thumbs up/down on every AI response: Direct customer feedback at the message level shows you exactly which answers land well and which miss the mark
• Automatic sentiment analysis: AI detects positive, neutral, and negative sentiment in real-time, surfacing frustrated customers before they escalate
• Smart contact reason assignment: Automatically categorizes why customers are reaching out, revealing patterns you'd never spot manually

Catch problems before they happen

With thousands of conversations happening daily, manually reviewing transcripts isn't just inefficient—it's impossible. AI Supervisor changes the game:

• Automatic quality signals: Surfaces conversations with negative sentiment, thumbs down feedback, or failed processes without you lifting a finger
• Cross-channel visibility: Monitor chat, email, and voice interactions in one unified view—no more blind spots
• Intelligent filtering: Combine signals to laser-focus on what matters (e.g., "show me all returns conversations with negative sentiment that got handed off")

Understand the “Why”

Transparency isn't just nice to have—it's essential for trust. AI Supervisor shows you not just what happened, but why:

• Full conversation context: Read complete transcripts with sentiment markers and feedback inline
• Explainable AI decisions: Dev-mode reveals the reasoning, knowledge used, and process execution behind every AI response
• Historical integrity: Even when you update contact reasons, past interactions preserve their original categorization for accurate trend analysis

Enterprise depth, designed for everyone

AI Supervisor is included free for all Zowie customers using our GenAI Agent. We've taken the sophisticated quality control systems that enterprises demand and made them intuitive enough for a single person to manage. No dedicated QA team required, no complex setup—just powerful visibility from day one.

The features shipping today include:

• Multi-channel conversation monitoring (chat, email, voice)
• Thumbs up/down feedback collection
• Sentiment analysis with explanations
• AI-powered contact reason assignment
• Advanced filtering and search
• Full conversation history and audit trails

Getting started with AI Supervisor

The refreshed AI Supervisor is being rolled out to customers over the coming weeks. Your existing conversations will automatically benefit from these new signals once enabled for your environment.

To learn more about AI Supervisor's features and how to use them effectively, check out our comprehensive documentation here. The guide covers everything from reviewing interactions to configuring contact reasons and interpreting sentiment analysis.

Not sure if AI Supervisor is enabled for your account yet? Contact your Customer Success Manager to check the status of enablement for your environment and get personalized guidance on making the most of these new capabilities.

What's next? The complete Quality & Control Suite

AI Supervisor is just the beginning. Over the next two weeks, we're completing the picture:

1. AI Tester: Automated QA that simulates hundreds of customer scenarios, catching regressions before they reach production. Never wonder "what if this breaks something else?" again.
2. Staging: A safe, isolated environment to test changes before they go live. Experiment freely, validate thoroughly, deploy confidently.

Together, these three products create a closed loop for observability and improvements: Observe (Supervisor) → Test (AI Tester) → Improve (Staging) → Deploy Safely.

‍