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From scorecard to every conversation checked, in an afternoon.

No new process to learn. You bring the checks your team already does; Assay does them on every conversation and shows you why.

  1. 1

    Write your rules

    Each line of your scorecard becomes one rule: something that must happen, or something to watch for. Mark how serious a failure is, and limit it to the channels, teams or situations it’s for. Assay shows what each answer leads to before you save, and suggests clearer wording when a rule is vague.

    “Before cancelling, the agent tells the customer about any cancellation fee.” Critical, phone calls only.
  2. 2

    Bring in conversations

    Connect Zendesk, Freshdesk, Intercom, Front or Gorgias and finished tickets arrive every 15 minutes, with the agent who handled them. Connect tl;dv and recorded customer calls arrive too. Calls, chats and emails can also be dropped in an Amazon S3 folder, pasted in, uploaded as a file or sent through the API.

    Helpdesk: 214 tickets imported this week.
  3. 3

    Every conversation is checked

    Each rule is answered yes, no or not sure, with the line that decided it highlighted and one plain sentence on why. Rules that don’t apply are skipped. Clear results are recorded; unclear ones go to a person.

    Failed. The agent cancelled the plan without mentioning the £68 fee.
  4. 4

    Work the queue

    Failed and unclear conversations wait in one queue, with a small random share of passed ones as spot checks. Turn on blind review to decide before you see Assay’s answer, and add a reason when you disagree. Every decision stays in the result’s history.

    7 conversations need you today, 1 of them a spot check.
  5. 5

    Send results where you work

    Each result, with the lines behind it, goes to your CRM, helpdesk or data warehouse as soon as it’s decided or changed. Change a rule and check the affected conversations again when you’re ready.

    conversation.checked: CRM-4821 failed “Cancellation fee explained”, critical.
  6. 6

    Coach the pattern

    See each agent’s pass rate, how it moved since last month and the rule they fail most. One click writes a short coaching note from their results, ready for the next one-to-one.

    Priya: refunds over £50 need a supervisor’s approval before anything is promised.

What happens to each conversation

  1. Calls, chats and emails arrive

    Imported from your helpdesk or bucket, uploaded, or sent through the API.

  2. Checked against your scorecard

    Each check is answered yes, no or not sure.

  3. Clear results are recorded

    With the line in the transcript that decided them.

  4. Uncertain ones go to a person

    They land in your review queue.

What your reviewers see

Review queue4 need you

Refund query, J. Patel

CustomerThe charge is still on my statement and nobody has called me back.

AgentI’ll refund it today, you have my word.

CustomerRight. I’ll hold you to that.

Refunds approved by a supervisor failed on line 16

DisagreeAgree

Accuracy by check

Agreement with your reviewers, last 30 days

  • Identity confirmed98%
  • Complaint recognised93%
  • Refund within policy96%
  • Call summarised at end88%

Each check is one sentence. You can see exactly what it does.

Say whether something must happen or is something to watch for, how serious a failure is, and which conversations it applies to. Before you save, Assay shows what each answer leads to, so nobody has to guess what a check will do to the numbers.

Written the way you’d explain it to someone new. Assay suggests clearer wording if it’s vague.

Checked by Assay

yes, no or not sure

Coach the pattern, not the one bad call.

Every agent’s pass rate, how it moved since last month and the check they fail most. Pick someone and Assay writes a short note for their next one-to-one, from the results it already has.

AgentPassed

Choose an agent to see their coaching note.

And after every check

Every result says why
Each failed or unclear result comes with one plain sentence explaining it, next to the line that decided it. The reason is written from the result; it never changes it.
Passes get double-checked too
A small random share of passed conversations also goes to a person, who can decide before seeing Assay’s answer. That keeps the agreement figure honest.
Tickets arrive on their own
Connect your helpdesk and finished tickets are imported every 15 minutes, with the agent who handled them. Or drop transcripts in an Amazon S3 folder, paste them, or send them through the API.
Critical failures stand out
Mark each check as info, warning or critical. A missed greeting never looks the same as an address changed without checking who was calling.
Nothing is rewritten
Editing a check starts a new version. Every result keeps the version it was judged against, and every change a person makes is kept with who, when and why.
Results go back to your systems
Each result, with the lines behind it, is sent to your CRM or helpdesk as soon as it’s decided or changed by a person.

Try it on your own calls

Tell us about your team. We’ll reply within two working days to set up a trial with 50 of your transcripts and your current scorecard.

  • No card or contract for the trial
  • Your conversations are never used to train models
  • We go through the results with you