AI Call Auditing

4 minutes

Even if you have a quality control department, who’s checking the quality of your quality department?

And it’s not about AI replacing humans — it’s about implementing a powerful AI auditing tool in your company to enhance your existing processes.

You and your managers will get a special interface to create audit scenarios and questions, generate reports for each call, and view company-wide statistics. Everything is explained in this article.

Common Challenges in Call Centers

Operators speak a language you don’t understand, making it hard to listen to calls
You don’t have time to review even 10 calls a day
You need objective feedback to show to operators — not just subjective evaluations
You need a way to quickly detect malicious behavior and order leaks

AI Auditor solves all of these problems.

Flexible Audit Scenarios

A scenario is a case for evaluation.
For example, you may want to review calls made to new orders or calls handling cancellations.

You can create different scenarios — e.g. for checking approvals, resales, etc. You define what order statuses qualify a call for audit.
Configure the audit frequency — audit all calls or just 50%
If a call matches multiple scenarios, you can set scenario priority (e.g., create a fallback scenario without filters for all uncategorized calls)
Set a minimum call duration to exclude short calls from audits

Calls that aren’t automatically selected can be manually added to the queue. Both inbound and outbound calls are supported!

Audit Question Setup

Questions are not asked to the customer, but to the AI auditor, who analyzes the entire call. Think of them as a checklist for the AI to follow.

Examples:

Did the operator introduce themselves?
Did they mention the company name?
Did they confirm the delivery method?

Questions are simple Yes/No formats — for clear evaluation
The same question can be reused in multiple scenarios — super convenient!

Extended Question Descriptions

If a short question might confuse the AI, you can add an extended version.

Example:

Short: Did the operator handle objections?
Extended: Did the operator try to convince the client that the price is fair and that negative reviews online are left by competitors?

Scoring System

Each question can have a weight (importance level)
For instance:
- "Did the operator greet the customer?" — low importance
- "Did they confirm pickup deadline from the post office?" — high importance
In some cases, a “No” answer can be positive.
For example, if the operator didn't ask for the client's WhatsApp, that’s actually good — because asking for a private number may indicate an attempt to bypass the CRM system, raising a red flag for insider threats.

Convenient Transcription Interface

The Transcriptions tab shows all audited calls
You can:
- Read the full transcription in the required language
- View the AI’s Yes/No answers for each question
- See a total score and a short summary — no need to read the entire dialog
- Click on any phrase to jump to that moment in the audio
- See interruptions marked with red dots on the audio timeline