Clarity has launched AI Agent QA, a tool that automatically scores 100% of customer service interactions across voice and text channels. The product evaluates calls, chats, emails and WhatsApp messages against customised company rubrics, delivering scores within five minutes of conversation completion. The tool addresses limitations in traditional quality assurance, where teams typically review only 5-10% of interactions. AI Agent QA allows companies to set custom criteria for tone, empathy, compliance and script adherence, with each score linked to specific conversation moments. The product targets call centres and business process outsourcing providers managing high volumes across multiple client accounts. Clarity reports customers have reduced quality assurance costs by 60-75% and shortened agent training time by 30-40%. The tool includes SOC 2 and PDPL compliance features for regulated industries.

Clarity, an AI-powered customer experience platform for regulated industries, is now available on Google Cloud Marketplace. The listing allows organisations to purchase Clarity's solutions using existing Google Cloud committed spend, streamlining procurement and deployment. The platform combines Voice of Customer intelligence, AI Support Automation and Agent Assist, designed specifically for banking, fintech, insurance, telecom and healthcare sectors. It offers compliance-focused features including automated sentiment analysis, multilingual support, fraud detection flagging 96% of reports within seconds, and real-time agent guidance. Clarity is SOC 2 compliant and meets GDPR, HIPAA and regional standards including Saudi Arabia's PDPL. The London-based company, backed by Prosus Ventures and STV, has achieved 5.4× year-on-year revenue growth.