Governed capabilities for regulated customer interactions
Teams that need conversation QA against a standard — from regulated customer calls to practice scenarios, scripts, and coaching workflows.
Organised by what buyers need to prove — not internal module names. Every capability is tenant-configured; no hardcoded client logic.
Governed QA from scorecard to command centre
Evidence on every verdict, knowledge verification, and operational visibility — the workflow serious evaluators ask about first.
Score with evidence
Rubric Studio lets you draft, review, and publish scorecards. Every AI check cites transcript text — ready for QA calibration and audit.
Intelligence & audit log
Search transcripts with citations, track knowledge-accuracy trends, and work the full call audit log — one tenant-scoped workspace.
Knowledge Accuracy Verification
Most AI tools only track "Did they say X?". Listen tracks "Was X correct?" — cross-referencing agent claims against your approved policy documents.
- check_circlePrevent legal liability from false claims
- check_circleInstant source citations for QA reviewers
Mock Scorecard: Claim Verification
INCONSISTENTFull capability map
Sniper-focused on compliance and risk mitigation — not broad conversational intelligence. Regulated teams typically deploy the full stack on Growth or Enterprise.
Verify what was said
Rubric Studio
Draft, review, publish, and clone scorecards with lifecycle controls and immutability on scored calls.
Zero Tolerance Protocol
Auto-fail on critical breaches so high-risk calls escalate instantly for action.
Verify whether it was correct
Knowledge Accuracy
Verifies agent claims against your knowledge base — inbox, ledger, and cited failures for QA workflows.
Review and calibrate
Human vs AI Calibration
Compare reviewer outcomes against AI scores to calibrate QA standards with confidence.
Quality Metrics
Programme-level score trends, drift signals, agent-level coaching signals, and operational KPIs.
Compliance Audit
Period ZTP reporting, escalated-call queue, CSV export, and per-job case file (PDF) — Growth and above.
Sentiment & call summary
Customer and agent sentiment plus post-call summary, objections, next steps, and improvement notes — grounded in the transcript.
Coach & improve
Coach Practice
Practice high-stakes conversations against your rubric — onboarding, compliance scripts, sales objections, customer scenarios, or structured interview practice — then score with the same evidence-backed scorecard as production QA. Upload a practice call or use live practice (beta) when enabled for your tenant.
Privacy: upload mode uses the standard scoring pipeline. Live practice (beta) adds Deepgram Voice Agent processing (listen/speak in Australia; persona dialogue outside Australia).
Coaching intelligence Coming soon
Evidence-linked coaching recommendations with manager review — building on production scores and quality metrics, not autonomous punitive actions.
Act on risk
Command Centre
Attention queues, KPI health cards, and saved views — see what needs action first.
Compliance Alerting
Threshold and KA inconsistency rules with delivery history for proactive QA operations.
Call Intelligence
Search transcripts with citations, knowledge-mode insights, and deterministic KA trend analysis. On Growth, programme intelligence expands multi-step questions — policy-gated with auditable traces and no black-box AI actions.
Scale and govern
Role-based access control
Admin, QA Manager, and Analyst roles — control who can change settings, rubrics, and alerts. Enforced in the API and UI on every paid tier.
Auto-ingestion
Secure webhooks, API push, or tenant-scoped cloud storage polling (S3-compatible) for hands-free scoring — Enterprise tier only.
Ready to verify on your calls?
Start with a free Risk Scan or book a fit check — no generic demo required.