Audit Agent replaces sample-based QA with continuous, evidence-backed conversation auditing — across both voice and chat channels — at enterprise scale.
Conversation audit coverage — not sampling
Faster QA turnaround at scale
Channel types — voice and chat unified
Reduction in manual review effort
Defensible, evidence-backed scores
A five-stage pipeline that ingests your transcripts and recordings, evaluates them against your policies, and delivers scored, explainable audit outputs ready for coaching and compliance review.
Transcripts, chat logs, call recordings, metadata, and QA form definitions ingested from your existing systems.
Configurable scorecards apply QA rubrics, process checks, compliance mandates, and critical failure flags.
Each score is paired with evidence-backed rationale — pinpointing exactly what happened, where, and why it matters.
Risks, trends, root causes, repeat defects, and agent-level patterns surfaced for rapid intervention.
Targeted coaching plans, calibration sessions, process corrections, and training actions — all driven by audit data.
Audit Agent isn't a generic AI overlay on your QA forms. It's purpose-built for the demands of contact center compliance and quality governance.
Separate, purpose-built audit logic for voice and chat — not a single generic model stretched across both. Voice evaluations handle silence, interruptions, and tone; chat evaluations handle phrasing, delay, and policy adherence.
Every score comes with evidence, rationale, and a recommended next action. Supervisors know exactly what drove a result and what to address — not just a number on a dashboard.
Audit patterns are automatically aggregated by agent, team, queue, product, customer intent, and process — giving leadership the systemic visibility needed to drive real improvement.
Every channel has its own communication dynamics, failure modes, and compliance requirements. Audit Agent evaluates each on its own terms.
Greeting and authentication flow · Empathy and rapport signals · Silence and dead-air handling · Interruption and call control · Escalation protocol adherence · Closure discipline and next-step clarity
Response quality and completeness · Turnaround delay and responsiveness · Tone consistency and professionalism · Knowledge base and approved phrasing usage · Next-step clarity · Closure quality and follow-through
From QA automation to regulatory compliance, Audit Agent delivers measurable results across the teams that depend on conversation quality.
Contact Center QA Automation — Replace manual sampling with continuous, AI-driven audit across every agent conversation.
Banking & Fintech Compliance Monitoring — Detect regulatory deviations and policy breaches before they become audit findings.
Collections & Customer Support Reviews — Ensure fair, consistent, and compliant agent behavior across sensitive interaction types.
Supervisor Coaching & Calibration — Give supervisors evidence-backed coaching data instead of subjective impression-based reviews.
Internal Audit Evidence Generation — Generate defensible, timestamped audit trails for compliance and governance reporting.
Move from sampled QA to evidence-backed, AI-powered conversation governance. See Audit Agent in action with your data and your scorecards.