Can the AI explain why it scored a call the way it did?
It can produce an explanation, but that text is a plausible account written after the fact, not a readout of how the score was computed. The version you c…
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AI Security & Governance
Data handling, privacy, accuracy and human oversight.
Is there data we simply should not send to an AI model?
Yes. Payment card numbers, bank details, government identifiers, passwords and API keys, alarm and gate codes, and anything covered by a regulatory regime…
How do I know an AI call score is based on something that was actually said?
Require evidence. A defensible evaluation shows, for every criterion, the specific transcript lines that drove the result — quoted, timestamped, and click…
Can AI call scores be used in performance reviews or termination decisions?
Treat AI output strictly as an input a manager reviews, never as the basis of a decision. That means the manager listens to the underlying calls, the docu…
Can we use AI call scores to decide who gets promoted or let go?
AI evaluation should inform human decisions, not make them. Treat scores as one input a manager reviews alongside the actual calls, outcomes and context —…
Our CSRs think AI call review is spying on them. How do we handle that?
Address it directly before rollout, with specifics. Tell them what is evaluated, what is not, who can see results, and that the output supports coaching d…
What should we look for in an AI vendor's data agreement?
Six things: who processes your data and where, whether it can be used to train models, how long it is retained during and after the relationship, who the …
What happens when a rep says the AI scored their call wrong?
You need a defined path: the rep flags the item, a human listens to the cited moment, and the record is either corrected or explained. Both outcomes are u…
A rep says the AI scored their call wrong. What should happen next?
A defined path, every time, or the program loses legitimacy fast. The rep flags the score with a reason, a human listens to the cited evidence, the outcom…
Do we have to tell customers that AI is analyzing their call?
Requirements vary by jurisdiction and by what the AI is doing, so confirm specifics with your counsel. As a matter of practice, disclosure expectations ar…
A customer asks us to delete their data. What happens to everything the AI derived from it?
Deleting the CRM record touches almost none of it. Transcripts, search indexes, embeddings, warehouse copies, cached model responses, exports and backups …
A customer asks us to delete their data. What actually has to happen?
You have to find every copy. That normally means the CRM or field service record, the call recording, the transcript, any derived AI outputs, the reportin…
How do we decide what data the AI actually needs access to?
Work backwards from the decision the system supports to the fields required to make it, then sync only those. Default integrations pull everything an API …
Where does a call recording actually go when AI analyzes it?
It travels a chain you should be able to draw on a whiteboard: the phone or tracking platform records it, an integration layer fetches the file, audio goe…
How do we log what the AI did for auditing without creating another copy of sensitive data?
Separate the audit record from the payload. Log who or what triggered the run, a reference to the input rather than the input itself, the model and prompt…
How should API keys and CRM logins for AI integrations be handled?
Each integration gets its own credential, scoped to the minimum permissions it needs, stored in a secrets manager rather than in code or a spreadsheet, an…
The AI outputs a confidence score. Can I set a threshold and auto-approve anything above it?
Not until you have calibrated it on your own data. A confidence number a language model writes about itself is generated text, not a measured probability …
We take calls in several states. How does that change call recording consent?
Recording consent rules differ by state, and some require all parties to consent rather than one. Multi-state operators usually cannot rely on the office'…
What should an AI use policy for a small service business actually say?
Keep it to one page and answer five questions: which tools are approved, what data may go into them, what always needs a human before it reaches a custome…
Who in the company should be able to listen to call recordings versus just see the scores?
Far fewer people than currently can, in most companies. Recordings, transcripts and derived scores are three sensitivity classes and should carry three ac…
Who inside the company should be able to listen to recorded customer calls?
Fewer people than currently can. A workable default: reps hear their own calls, managers hear their team's, ops and marketing work from redacted transcrip…
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