Every call rated live. Take over on red.
An automated observer monitors each customer conversation as it happens, rating state as green, amber, or red. When a call enters a red condition, the supervisor is alerted and can take over mid-call with full context.
Green: Within Scope
The dialogue follows approved product information and terms. All customer queries are addressed directly from approved source documentation.
Amber: Boundary Reached
The customer has asked a question outside the approved knowledge base or requested an out-of-policy exception. The agent clarifies boundary limits.
Red: Immediate Takeover
A dispute, formal grievance, or complex exception requires human judgment. The supervisor sees the red call and takes over seamlessly mid-conversation.
Full call context delivered to the human supervisor
When taking over a red call, the supervisor does not ask the customer to repeat their problem. The system delivers a pre-structured summary of what was discussed, the specific request raised, and the relevant account records immediately on the supervisor's screen.
Review live supervision in shadow mode
Test live call rating on your existing recorded or live call samples.