The problem
Unsafe outputs reach users
Support agents occasionally leak PII, quote wrong prices, or respond to off-topic requests. You find out after the fact, never before.
Quality is hard to measure at scale
CSAT is a lagging indicator. It doesn't tell you which specific responses failed, which conversation caused it, or how often it's happening.
Per-conversation cost is invisible
Some support topics cost 10× more to handle than others. You can't see which — or optimize routing to cheaper models for simpler cases.
How Zespan helps
An unsafe or off-script reply gets stopped before the customer sees it
PII gets redacted, toxic output gets blocked, and a topic-boundary rule keeps the agent from answering outside billing, account, or product — enforced on the response itself, so the failure mode isn't "we found out after a customer screenshotted it."
One customer's whole experience is one view, not scattered log lines
Every conversation groups as a session — cost, errors, and every exchange in order. When a customer says the bot argued with them for ten minutes, you're not reconstructing that from raw logs; you open the session.
Quality drift shows up as a score, before it shows up as a CSAT complaint
Every support response is checked for whether it actually came from your knowledge base or was generated from the model's memory instead. A faithfulness score sliding down over a week means the knowledge base needs an update or the prompt has drifted — and you know that before it costs you a review.
You find out which conversations are quietly expensive
Cost attributed by support topic means a category like billing disputes that costs several times more per conversation than a password reset isn't invisible inside your total spend. That's a concrete target: better knowledge base coverage there, or routing simpler topics to a cheaper model.
A technical failure and a silent quality failure both page you, separately
An error-rate alert catches the agent breaking. A faithfulness alert catches the agent quietly getting worse without ever throwing an error. Both go to your team directly, instead of surfacing as an escalation trend someone eventually notices.
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