AI Call Transcription and Call Review
A voice agent you cannot listen back to is a voice agent you cannot trust. Every call transcribed, summarised and searchable — so you can find out what it actually said rather than what it was supposed to say.
Discuss your projectWhat you get
Full transcript, speaker separated
Who said what, with timestamps, aligned to the recording so you can jump to any moment rather than listening from the start.
A summary worth reading
What the caller wanted, what was established, what was agreed, and what happens next. Written so a manager can clear a day's calls in a few minutes.
Structured outcome fields
Not prose — data. Call type, resolution, whether it booked, whether it transferred, whether an opt-out was given. Reportable, because free text is not.
Search across every call
By phrase, caller, outcome, date or agent. Finding every call mentioning a particular product or complaint is the capability clients use most once they have it.
What the agent did
Which lookups it ran, what the systems returned, what it wrote back. When an answer was wrong this distinguishes a bad reply from bad data, which need different fixes.
Flagged calls
Surfaced automatically: the caller was unhappy, asked for a human more than once, the agent could not answer, or a sensitive topic came up. These are the ones to listen to.
Recording and consent
Call recording is regulated and the rules depend on where both parties are. Several US states require all-party consent rather than one-party, so a call between two states may need the stricter standard. In the UK and Europe, recording is processing personal data and needs a lawful basis, a disclosed purpose and a defined retention period.
We build the announcement into the opening of the call, before anything is captured, and we support recording the transcript without retaining the audio — which is often the better position, because a transcript serves nearly every operational purpose and a stored voice recording is more sensitive and more onerous to hold. Where a caller declines, the call proceeds without recording rather than being refused.
Retention is configured, enforced and applied to backups, so a stated period is the real period. Deletion on request covers the recording, the transcript, the summary and the search index together — a transcript that survives the deletion of its recording defeats the request.
Quality control, as a routine rather than a dashboard
The point of this is to make the agent measurably better each month. The reports exist to support that, not the reverse.
- 01
Listen to the flagged calls
Start with the failures: unanswered questions, repeated requests for a human, abandoned calls. Half an hour here is worth more than any metric.
- 02
Separate the three causes
The agent misheard, the agent did not know, or the system it queried gave the wrong answer. These look identical in a summary and need entirely different remedies.
- 03
Fix the content and the flows
Missing knowledge is usually a content fix. A mishandled turn is a flow fix. Both are cheap once you know which one you have.
- 04
Re-test against the real calls
Changes are checked against the transcripts that prompted them, so a fix is verified against the case that exposed the problem rather than against a hypothetical.
- 05
Watch one number
The proportion of calls resolved without transfer and without the caller asking twice. Call volume mostly measures your marketing; this measures the agent.
Common questions
Tell us what you need
Describe the problem and we will come back with scope, timeline, and a rate. No obligation to proceed.
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