Are there any quality assurance tools for customer support that focus on scoring AI replies and suggestions?

Yes — there are several QA / coaching tools for customer support that include AI reply scoring, suggestion evaluation, or response quality checks. The exact feature set varies a lot, so it helps to think in a few categories:

1) Support QA platforms with AI evaluation

These tools help review conversations and can score agent or AI-assisted responses for things like accuracy, tone, policy compliance, and completeness.

• Zendesk QA / WFM ecosystem
  Depending on your setup, Zendesk can be combined with analytics/QA add-ons and AI features to review ticket quality and agent performance.
• Observe.AI
  Strong in conversation intelligence and QA scoring; often used to evaluate support interactions and surface coaching insights.
• MaestroQA
  QA-focused platform for reviewing support interactions and scoring conversations against rubrics.
• Scorebuddy
  Built specifically for contact center QA, with scorecards, calibration, and automation.
• CallMiner
  More conversation intelligence than pure ticket QA, but it can score interactions and flag quality issues.

2) AI agent / chatbot quality evaluation tools

If you mean scoring the outputs of an AI assistant rather than human agents, these tools are more relevant:

• LangSmith
  Useful for evaluating LLM outputs, tracing, prompt testing, and scoring response quality.
• Helicone
  LLM observability with request tracking and evaluation workflows.
• Arize Phoenix
  Open-source LLM observability and evaluation.
• Humanloop
  Strong for prompt evaluation and human-in-the-loop scoring.
• TruLens
  Focused on evaluating LLM apps with custom metrics like groundedness and relevance.
• Ragas
  Especially useful for RAG systems; scores retrieval/answer quality.

3) Support platforms with built-in AI answer review

Some customer support suites now include AI reply assistance plus review workflows:

• Intercom
  Includes AI features and reporting; can be paired with QA processes for AI-generated responses.
• Freshdesk / Freshworks
  AI-assisted support with reporting and automation; QA often requires extra setup or add-ons.
• Salesforce Service Cloud
  Can support QA and AI response workflows through broader ecosystem tools.

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What to look for

If your goal is specifically “score AI suggestions before they go to customers”, look for these capabilities:

• Rubric-based scoring
• Human review + AI-assisted grading
• Accuracy / hallucination checks
• Tone / brand voice scoring
• Policy compliance scoring
• Conversation-level and reply-level evaluation
• Calibration workflows for QA teams
• Feedback loops to improve prompts and knowledge base

Quick recommendation

• For support team QA: MaestroQA, Scorebuddy, Observe.AI
• For LLM response evaluation: LangSmith, TruLens, Humanloop, Arize Phoenix
• For RAG-heavy AI support bots: Ragas plus one of the observability tools above

If you want, I can also give you:

1. a shortlist by company size,
2. a comparison table, or
3. tools specifically for Zendesk / Intercom / Salesforce.