Workflow Automation · Listen + Write

Call quality scoring

Augment Rep · High Reason · High

The problem

QA samples ~3% of calls. Coaching is generic, compliance gaps go unseen, sentiment trends are invisible until a complaint escalates.

The AI approach

STT transcribes 100% of calls; a checklist scorer rates greeting/empathy/compliance; sentiment classifier flags risk; LLM writes 3 coaching points.

The outcome

3% → 100%

Coverage is total; compliance flags caught 3× faster. QA focuses on escalations + calibration.

Try itInput → Process → Output

Input — Inbound call
Call C-4921704:32 · agent Tom
AGENTHi, Acme support, Tom speaking.
CUSTOMERI've been on hold three times today. I just want a refund.
AGENTOK, let me check the order number.
CUSTOMERThis is ridiculous, I shouldn't have to repeat it.
AGENTI'll get you sorted in two minutes.
Process — AI pipeline
1Transcribe + diariseListenPredictive
2Score checklist + complianceScorePredictive
3Sentiment + risk signalScorePredictive
4Draft coaching pointsWriteGenerative
Output — Scorecard + coaching
Click Run demo to score the call and draft coaching points.
CALL SCOREposted · LMS
Composite6.4/10
Greeting · agent name✓
Empathy phrase✗ missing
Identity verification✓
Compliance disclosure✓
Sentiment trend▼ frustrated → frustrated
Top coaching points
  • Acknowledge the frustration before asking for the order #
  • Use one of: "I understand", "I'm sorry that happened"
  • Recap what you'll do — set expectation for the 2 min

Three AI types in this use case

SymbolicChecklist definition (must-cover phrases, compliance disclosures), routing thresholds, escalation rules.
PredictiveSTT, diarisation, intent classifier, sentiment tracker, compliance-phrase detector — the engine that converts speech to scores.
GenerativeLLM writes 3 personalised coaching points tied to the actual moments in the transcript.

The stack

  • STT · Whisper / AssemblyAI
  • Scorer · BERT fine-tune + rules
  • Sentiment · classifier + LLM
  • Sink · LMS · Looker tile

When this works

  • Clear playbook / checklist exists
  • Calls > 90 sec (enough signal)
  • One primary language per queue
  • Coaching workflow already in place

When it fails

  • Heavy regional accents — STT WER > 25%
  • Cross-talk / 3-way conferences
  • Pure judgement calls (de-escalation moves)
  • Calls under 60 sec — no signal