Microsoft announced the general availability of conversation capabilities for its Quality Evaluation Agent (QEA) on February 6, 2026.
The AI-powered framework integrates into Dynamics 365 Customer Service and Dynamics 365 Contact Center.
It helps organizations automate quality oversight across customer interactions.
The feature allows teams to deliver consistent and scalable quality evaluations for customer support scenarios.
This release follows the general availability of case evaluation.
It expands QEA's impact and coverage within Microsoft's customer service offerings.