Most quality management programs still run on hindsight, based on a small sample of interactions, often reviewed days or weeks after the fact, long after the moment to course-correct has passed.

Agentic quality management (AQM) closes that gap: AI agents review member interactions as they happen, giving contact centers a real-time view of quality and emerging trends.

In this session, Five9's Suraj Khanna, Lead Product Manager, and Gautam Mourya, Senior Product Manager, will walk through how Advia Credit Union has put AQM into practice. Since moving from manual, sample-based reviews to AQM, Advia reports its quality score from 90 percent to 94.46 percent, gaining visibility into every member conversation rather than a small sample. We will look at what changed in the QA workflow, how supervisors spend coaching time now, and what it took to get there.

Attendees will learn:

• Where agentic QA changes the economics of quality management, and where sampling still holds up
• How Advia Credit Union used AQM to raise its quality score and strengthen coaching
• Practical steps for bringing agentic quality management into your own contact center