EvaluAgent: EvaluAgent is a contact-center quality assurance platform that automatically transcribes, scores, and analyzes customer conversations across calls, chats, emails, and tickets. Shadow: A bot-free, Mac-based AI meeting assistant that transcribes and summarizes calls locally without joining as a participant. This comparison weighs them on pricing, features, and everyday workflow fit.
How Hosiqo compares and tests toolsFinal recommendation
Shortlist EvaluAgent when automatically score and audit 100% of customer service calls and chats for quality and compliance matters most, and Shadow when privacy-conscious teams that prefer on-device transcription matters most. Test each on your own meetings; the right choice tends to become obvious quickly.
EvaluAgent is a contact-center quality assurance platform that automatically transcribes, scores, and analyzes customer conversations across calls, chats, emails, and tickets.
A bot-free, Mac-based AI meeting assistant that transcribes and summarizes calls locally without joining as a participant.
EvaluAgent is a UK-based quality assurance and performance-improvement platform built for contact centers, BPOs, QA leads, team managers, and frontline agents. It captures interactions from connected CCaaS, CRM, and helpdesk systems, then transcribes voice calls to text and processes chats, emails, and tickets so every conversation can be reviewed rather than just a manual sample. Its AutoQA engine uses customizable drag-and-drop scorecards to automatically evaluate interactions, applying auto-fail logic and weighting that mirror how a team grades quality. A conversation-intelligence layer adds sentiment analysis, reason-for-contact classification, intent detection, summarization, predictive metrics, and customer-vulnerability signals. Insights flow into coaching plans, performance tracking, and agent feedback. The platform also offers AI-agent observability to detect issues in automated conversations, plus calibration and reporting tools. It integrates with systems such as Genesys, Five9, NICE CXone, Talkdesk, Amazon Connect, Salesforce, and Zendesk, and lists enterprise security credentials including SOC 2 Type II and ISO 27001.
Best suited for
Shadow is a bot-free AI meeting assistant for macOS that captures meetings by listening to your computer's audio in the background rather than joining the call as a visible participant. Because transcription runs locally on the Mac, the audio does not need to leave the device for that core processing step, which the company positions as a privacy advantage. Shadow can automatically detect when a meeting starts, transcribe the conversation with speaker identification, and turn the discussion into structured notes, summaries, and follow-up items. It also captures on-screen content alongside the spoken audio, so material shared during a call (slides, dashboards, or shared windows) can be reflected in the output. The tool works across common conferencing platforms including Zoom, Microsoft Teams, Google Meet, Webex, Slack, and Discord. Users can configure customizable prompts (described as Skills) to generate notes, summaries, or drafted emails, and connect outputs to other tools via webhooks. It is aimed at professionals and teams who want meeting capture without adding another bot to the call. Pricing varies by plan. Check the official website for current pricing.
Best suited for
EvaluAgent is a free tier with paid upgrades (paid); Shadow is a free tier with paid upgrades (freemium). Always confirm current pricing on each vendor's site before buying.
| Feature | EvaluAgent | Shadow |
|---|---|---|
| Core capability | Automatic voice-call transcription with multi-language support | Bot-free capture that records system audio without joining the meeting as a participant |
| Standout feature | AutoQA scoring of 100% of conversations using customizable drag-and-drop scorecards | On-device (local) transcription on macOS |
| Team usage | Conversation intelligence: sentiment analysis, intent detection, and summarization | Speaker identification during transcription |
| Integrations | Reason-for-contact classification and predictive metrics (CSAT/NPS/resolution) | Captures on-screen content in addition to spoken audio |
| Languages & capture | AI-agent observability to flag hallucinations, missed intents, and quality issues | Customizable prompts/Skills to generate notes, summaries, and emails |
| Best-fit workflow | Coaching workflows, calibration, and dashboards built on QA insights | Webhook integration to connect outputs to other tools |
EvaluAgent
Choose EvaluAgent if you need automatically score and audit 100% of customer service calls and chats for quality and compliance — strengths include transcribes and analyzes every interaction across voice, chat, email, and tickets rather than a small manual sample.
Shadow
Choose Shadow if you need capturing notes and summaries across multiple conferencing platforms without a bot joining — strengths include does not add a visible bot to meetings.
EvaluAgent
Shadow
It depends on your workflow. EvaluAgent is strong for automatically score and audit 100% of customer service calls and chats for quality and compliance, while Shadow is strong for capturing notes and summaries across multiple conferencing platforms without a bot joining. Both transcribe and summarize meetings.
EvaluAgent is a free tier with paid upgrades and Shadow is a free tier with paid upgrades. Check each vendor's pricing page for the latest plans and free-tier limits.
You can — some teams pair them when each covers a different part of the meeting workflow.
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