PR-2034 · Live
Script Guard
After every call, the platform checks the transcript against a configured checklist: keywords used, address confirmed, customer sentiment assessed, etc. The manager gets notified when something needs attention and sees every representative's stats in one dashboard.
The promise
The manager stops finding out about missed steps and off-script calls after the damage is done. The platform flags them the same day they happen.
How it works
The path from input to value.
- 01
The call is checked against the checklist
When a call ends, the platform analyzes the transcript against the manager's configured checklist: keywords, required confirmations, and conversation patterns.
- 02
Sentiment is assessed
Customer sentiment is evaluated across the call. Conversations that fall below configured benchmarks are flagged for the manager's attention.
- 03
The manager is notified when needed
When a call misses checklist criteria or crosses a sentiment threshold, the manager receives a notification through their configured channel.
- 04
The dashboard stays current
Every representative's checklist adherence, keyword usage, and sentiment scores roll up into a single dashboard the manager can read at a glance.
The day before. The day after.
Same moments. Lived differently.
Office Manager samples three call recordings from last week. Finds a missed address confirmation and an off-script close. The calls are four days old.
8:00 AMOffice Manager opens the dashboard. Every CSR's checklist adherence and sentiment scores from yesterday are already there. Three calls flagged; two reviewed before noon.
8:00 AMBefore
Office Manager samples three call recordings from last week. Finds a missed address confirmation and an off-script close. The calls are four days old.
After
Office Manager opens the dashboard. Every CSR's checklist adherence and sentiment scores from yesterday are already there. Three calls flagged; two reviewed before noon.
A customer complains that a CSR gave incorrect information on a call. Office Manager has no record of the call content and cannot verify.
1:00 PMCustomer complaint comes in. Office Manager opens the call record. Transcript, sentiment score, checklist result, and flagged timestamp are already there.
1:00 PMBefore
A customer complains that a CSR gave incorrect information on a call. Office Manager has no record of the call content and cannot verify.
After
Customer complaint comes in. Office Manager opens the call record. Transcript, sentiment score, checklist result, and flagged timestamp are already there.
Manual review of last week's stats shows checklist adherence is unclear. No consistent data to act on.
2:30 PMAdherence trend is clear from the dashboard. One CSR consistently missing the address confirmation step. Coaching scheduled for Thursday.
2:30 PMBefore
Manual review of last week's stats shows checklist adherence is unclear. No consistent data to act on.
After
Adherence trend is clear from the dashboard. One CSR consistently missing the address confirmation step. Coaching scheduled for Thursday.
Coaching conversation with a CSR about call quality. Office Manager is working from memory and sampled recordings, not a full picture.
4:30 PMCoaching conversation grounded in the week's data, not sampled recordings. CSR sees the same dashboard the Office Manager does.
4:30 PMBefore
Coaching conversation with a CSR about call quality. Office Manager is working from memory and sampled recordings, not a full picture.
After
Coaching conversation grounded in the week's data, not sampled recordings. CSR sees the same dashboard the Office Manager does.
What it doesn’t do
The edges we drew on purpose.
A product that tries to do everything ends up doing nothing well. Here’s what we left out, and why we don’t feel bad about it.
- ×Does not analyze calls in real time.
- ×Does not coach or provide feedback to representatives directly.
- ×Does not take any action on the customer record based on call analysis.
- ×Does not replace manager judgment on calls that require a direct conversation with the representative.