March 20, 2026
You Can't Fix What You Can't See — So We Scored Every Ticket
You can't fix what you can't see — and 1,000 tickets a month went unscored. See how scoring every one lifted quality to 94%.
ГЕНЕЗИС's support team closes around 1,000 tickets a month. Quality there isn't a vibe — it's a written standard: greet the client properly, don't shove them off to the sales department, don't close a ticket without checking whether they need anything else, and keep it polite and clear. Every ticket starts at 10 points and loses points for each slip. Scoring one ticket is easy. Try scoring a thousand.
The problem
Reviewing a ticket properly — reading the exchange, checking response times, applying every rule — took the manager about 10 minutes. At 1,000 tickets a month, that's roughly 167 hours: more than a full-time job, on top of an actual job.
So full review was never really possible. The manager could spot-check a slice and hope it was representative. Everything else went unscored, weak spots stayed invisible, and quality flatlined around 60%. You can't fix what you can't see.
What we built
We handed the AI agent the full scoring regulation and turned the point system into something that runs itself.
The agent reads every ticket and checks it against every rule — the greeting, no needless redirect to sales, confirming there are no open questions before closing, tone and clarity — deducts points for each violation, and produces a final score. It scores a ticket in 1–2 minutes, entirely in the background and after hours, so it never touches anyone's day. It runs on AgentVerse, our own AI-agent platform.
How it scores:
Reads every ticket against the full written standard, rule by rule
Deducts and totals — points off for each violation, a final score per ticket
Rolls up per employee — sortable at a glance, so weak spots stop hiding
Runs after hours — 1–2 minutes a ticket, in the background, off everyone's plate
Results
Quality rose from 60% to 70% right after launch — and climbed to 94% as hidden weak spots became visible and got closed
The manager's manual review went from ~167 hours a month to zero — about 2,000 hours a year
All ~1,000 tickets scored automatically — full coverage instead of spot checks
Per-employee scoring gives a transparent picture and shows exactly where to coach
The system catches negativity, so problem interactions no longer slip through
The jump to 94% didn't come from working harder — it came from finally seeing every ticket.
July 2, 2026
The CEO Was Grading Sales Calls by Hand. Now It Takes 30 Seconds
The manual call review that ate 30–40 minutes each — and a full quality-control team to scale — now runs in seconds, on every call.
June 5, 2026
5,000 Resumes a Month. One Recruiter Instead of Two
Good salespeople are one hire in a thousand applicants. We taught a model what a great one looks like and let it screen the whole flow — so recruiters spend their time interviewing, not sorting.
May 17, 2026
85 of Every 100 Leads Vanished. The AI Found Out Why.
We fed every conversation from hundreds of deals to a model, labelled the wins and losses, and let it find the pattern no sales director could hold in their head — then baked the fix into the playbook.