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
Deliberately narrow: compliance and risk, not broad conversational intelligence. Plan packaging and add-ons are on Pricing.
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).
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, or customer scenarios — 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.
Founding promo metering: 50 practice session units per billing period · 5 min per unit · live seconds counted, including cancelled drills. Standard list allowances confirmed at enablement — see Pricing.
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. 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.
Auto-ingestion
Secure webhooks, API push, or tenant-scoped cloud storage polling (S3-compatible) for hands-free scoring.
Ready to verify on your calls?
Start with a free Risk Scan or book a fit check — no generic demo required.