Xect AI screens every call and chat against your QA rubric and flags the ones that warrant review, including live repeat-call and escalation risk. Supervisors get transcript excerpts, scoring explanations, and trends to support consistent review and targeted coaching.
A QA team can only listen to a handful of calls a week, so the score arrives days after the conversation and every other call goes unreviewed. Xect AI agents apply the same rubric to every interaction as it happens, and raise a hand the moment a call needs a supervisor instead of a scorecard.
Logins, queue state and live transcripts land as events per agent and LOB.
The QA form becomes a rubric the agent applies to every transcript: greeting, verification, resolution, empathy, compliance disclosures.
Repeat contact, declining emotion or a missed disclosure raises a supervisor alert; credits above policy pause for approval.
Scores roll into a coaching queue ranked by impact; trends by LOB and hour publish on schedule.
Each agent watches a different part of the interaction and hands what it finds to the next: the score to the escalation check, the escalation to the coach.
Grades every interaction the same way
Applies your QA form as a rubric to every transcript, listens for the compliance phrases your policy requires, and returns a score with the exact lines it graded, so supervisors can verify it quickly.
Sees the repeat call before the third transfer
Watches for repeat contact on the same issue and for emotion trending down mid-call, and opens a supervisor alert with the exact excerpt so a supervisor can decide before the conversation reaches a third transfer.
Turns scores into a Monday plan
Ranks every scored interaction by coaching impact, tracks each agent's trend over time, and, once a supervisor reviews and approves a note, files it into HR and workforce management systems.
No sampling: the scoring agent grades every interaction against the QA form, every time, not a slice of the queue.
The activity report that used to refresh every four hours is now a live view of every LOB on the floor.
Compliance phrases and disclosures are checked against every transcript, so a miss is flagged immediately instead of during an audit.
Automated scoring reduces the time supervisors spend building a score by listening call by call, so they can spend more of it on review and coaching.
Reduce preparation time so supervisors can focus on review and coaching.
When outage calls repeat across a shift, Xect AI groups them by ticket, scores the credit-disclosure language, and flags the pattern to the floor lead before the queue backs up.
See the industry pageWhen an adjuster works a claims queue, Xect AI scores every call for required disclosures and for empathy language, and surfaces the ones that need a second listen.
See the industry pageWhen a patient access rep verifies identity, Xect AI checks the call against your organization's approved identity-verification script and flags a skipped step before it becomes a compliance finding.
See the industry pageWhen a collections call touches a regulated disclosure, Xect AI scores the required language and the caller's tone in the same pass, and routes exceptions to a supervisor.
Talk to us about financial services & collectionsWhen a rep sets up a payment arrangement, Xect AI checks the offer against policy and flags any call that promises terms outside it.
Talk to us about utilitiesOwns the floor's quality and coaching cadence, and needs every alert to arrive with the excerpt attached and a queue ranked by what actually needs attention.
Owns the QA form and the standard every scorer works to, and needs the rubric to stay editable while every score stays consistent and every dispute stays reviewable.
Owns regulatory exposure on every call, and needs disclosure coverage across all interactions, not a sampled few, with an evidence chain ready for an audit.
Owns quality across every line of business, and needs to see the score, the repeat-call rate and the escalation trend by LOB and by hour, not after the quarter closes.
Book a 30-minute demo and watch a live queue get scored against your own QA form.