MES Award
Recognized for AI QA & Optimization
The Functionary was recognized on the 2026 MES Midmarket 100 list for its AI QA & Optimization work supporting midmarket companies and MSPs. That recognition reflects the work we are doing with clients that need to improve service quality, protect customer experience, and prepare for AI without adding more risk to live operations.
97%
SLA Delivery Across Active Programs
98%
Client Retention
1,600+
Global Employees
10M+
Support Requests Handled
AI QA & Optimization
AI Is Moving Faster Than Service Teams Can Govern
Many customer service teams want the benefits of AI but are cautious about security, compliance, and customer risk. That caution makes sense. If workflows are unclear, documentation is uneven, or QA only reviews a small sample of interactions, AI can move those same problems through the operation faster.
Service leaders need a better way to answer practical questions:
AI QA Service Overview
What The Functionary Delivers
The Functionary combines QA talent, service delivery leadership, process review, and RightCX technology to improve quality inside the operation clients already run. The offering can support existing Functionary CX teams, current client service operations, or new service delivery programs that need stronger QA and process control.
Support includes:
Case Study
QA in Practice: New Leaf
New Leaf partnered with The Functionary to strengthen quality across a multi-location customer service operation, with New Leaf’s own team in Texas working alongside The Functionary’s teams in Mexico and El Salvador. The work included embedded team support, QA discipline, and shared operating standards across locations. The dedicated QA function became a turning point. Quality scores that once lagged New Leaf’s internal team by 10 to 15 points now match it.
This is the foundational work teams need before adopting AI. Before automation can improve customer experience, the service model needs clear standards, strong QA, and consistent execution.
RightCX
AI-Assisted Support with RightCX
RightCX is The Functionary’s AI-assisted CX platform. It gives service teams better information, but people still own the decisions. QA leaders, supervisors, and service delivery teams stay close to the work and use the insight to improve performance.
RightCX helps strengthen the QA layer before broader AI adoption. It can support:
Use Cases
Built for Service Teams Under Pressure
AI QA & Optimization is built for organizations that are scaling customer support, help desk, or post-sales operations while introducing AI into live service delivery. These teams usually do not need another disconnected dashboard. They need a clearer view of the work, better control over AI rollout, and a practical way to improve service performance over time.
AI-Assisted Ticket Routing
Validate whether tickets are being categorized, routed, and escalated correctly.
Agent Assist QA
Review whether agents are using AI-generated guidance appropriately and consistently.
Workflow Automation Review
Identify where automated workflows are working, where they are creating exceptions, and where human review is still needed.
Customer Response QA
Monitor consistency, accuracy, tone, and policy alignment across AI-supported customer interactions.
Escalation Path Review
Identify where escalation ownership is unclear, delayed, or inconsistent across teams.
Documentation and Knowledge Readiness
Surface gaps in knowledge bases, standard operating procedures, and workflow documentation before automation scales.
Our Approach
Why The Functionary
The Functionary is not approaching AI QA as a standalone tool implementation. We build and run service operations inside client environments, which gives us a practical view of where quality breaks down and where AI can help.
Our model combines:
FAQs
Frequently Asked Questions
