Call analysis
Call analysis turns recorded calls into a transcript and a structured review covering sentiment, intent, compliance flags and resolution, so quality teams work from every call instead of a sample.
Transcribe every call with speaker labels, then analyze sentiment, intent and compliance flags so supervisors review what matters.
- SFTP
- Cloud object storage
- Audio files (MP3, WAV, M4A)
- Speech transcription
- Speaker diarisation
- Timed segments
- Configurable AI agent
- Structured JSON output
- Prompt-defined review schema
The challenge
Contact centres record thousands of calls, yet supervisors can only listen to a small fraction. Quality problems, missed disclosures and unhappy customers surface days later, if at all, and coaching rests on whichever calls happened to be sampled.
Leadership gets little shared view of why customers call, how conversations end, or which agents need support. Compliance teams carry the added risk that a violation sits unreviewed in the recordings that nobody had time to open.
What it does
Transcription with speakers
Converts call audio into text with speaker separation, so each statement is tied to the agent or the customer and can be reviewed in context.
Sentiment over the call
Tracks how the customer feels at the start and end of the call and marks the moments where the mood shifted, with the trigger noted.
Intent and outcome
Identifies why the customer called, what else came up, and whether the call was resolved, partly resolved, escalated or abandoned.
Compliance and risk flags
Raises flags for compliance, fraud, churn, escalation and customer harm, each with a severity, a timestamp and a short description for review.
Agent quality scorecard
Assesses tone, clarity, listening, pacing and talk ratio, with strengths, weaknesses and a coaching plan that supervisors can act on.
Reports and exports
Presents each analysis in a visual review screen with score rings, a call timeline, key quotes and recommendations, and exports it as a PDF.
How it works
Calls arrive
Call recordings are delivered to the platform, for example over SFTP or by upload, and are stored in the organisation's own storage account.
Audio is transcribed
A speech service produces a timed transcript with speaker labels, which becomes the single record that every later analysis reads from.
Analysis runs
The transcript and call details go to the organisation's configured AI agent, which returns a structured review covering sentiment, intent, flags and coaching points.
Teams review and act
Supervisors and compliance staff open the review, check flagged moments against the quotes, and assign follow-up or coaching actions.
Under the hood
- Ingestion and storage
- SFTP
- Cloud object storage
- Audio files (MP3, WAV, M4A)
- Speech to text
- Speech transcription
- Speaker diarisation
- Timed segments
- Analysis
- Configurable AI agent
- Structured JSON output
- Prompt-defined review schema
- Review and reporting
- Web review screen
- PDF export
- REST API
Business outcome
Every call reviewed, not a sample. Quality and compliance teams see all calls, so problems are found from the full picture instead of from whichever recordings a supervisor chose to open.
Compliance issues found sooner. Flags appear shortly after a call ends and arrive with a timestamp and a quote, so reviewers can confirm and act without searching recordings.
Coaching grounded in evidence. Agent feedback points to specific moments and patterns across many calls, which makes coaching conversations more concrete and more consistent.
Leaders see why customers call. Intent, outcome and sentiment, viewed across calls, show repeat issues and rising complaints before they grow into escalations or churn.
Where it is used
- A contact centre checks every call for required disclosures and sends missed ones to a compliance reviewer.
- A quality team replaces manual call sampling with a ranked list of calls that need attention.
- A fraud team reviews calls where the transcript shows pressure tactics or requests for remote access.
- A training lead builds coaching plans from real call moments rather than from supervisor impressions.
Frequently asked questions
Does it replace supervisor review?
No. It supports review. Every call is analyzed and flagged moments are put in front of a supervisor, who confirms the finding and decides on the follow-up action.
Which AI model does the analysis?
The analysis runs through the AI agent your organisation configures, so the choice of model stays with you. Call analysis does not depend on one model provider.
Where do recordings and transcripts live?
They stay in the storage account your organisation designates, and the harness applies access controls and keeps an audit record of who ran or viewed an analysis.
What can the review cover?
Sentiment and how it shifted, intent and outcome, agent communication, compliance and fraud risk flags, key quotes and a coaching plan. The fields can be adapted to your call types.
See it on your own documents and data
Tell us what you want to automate and we will show you how it runs inside the harness.