Running audits
- What can I upload?
- Audio as MP3, WAV, WEBM, M4A or OGG, one recording at a time, or a batch of them, or a CSV of recording URLs. Batches run through a queue with per-job progress, so you can close the tab.
- What do I get back for each call?
- A score for every parameter on your scorecard, each with the transcript lines it was judged on and a 0–100 confidence figure. Plus a call summary, customer and agent sentiment, compliance keyword checks and violations graded by severity, and a coaching block of strengths, areas to improve and suggested actions.
- Does it work on languages other than English?
- Yes. The language is detected for you, and every call comes back with the original transcript alongside an English translation. You can also pick a third language to translate into, so a Hindi call can be reviewed in Tamil.
- Can I grade against my own process, not generic best practice?
- Yes. Upload your SOPs once and attach one to an audit or a whole campaign, and the procedure goes into the scoring prompt alongside your scorecard.
- Can I keep human QA in the loop?
- Yes. Auditors can score calls by hand against the same parameter sets, so AI and human audits sit on the same scorecard.
Credits
- What exactly is a credit?
- A credit meters the AI work an audit takes. Every audit costs at least one credit, and a longer call graded against a bigger scorecard costs more. You are billed for what you actually process, not per seat, and not per minute.
- Do credits expire?
- No. They sit in your balance until you spend them. There is no monthly commitment keeping them alive.
- Am I charged if an audit fails?
- No. Credits come off your balance only once an audit has completed and been saved. A run that fails costs you nothing.
- What happens when I run out?
- You get a low-balance warning well before zero, and on a prepaid workspace audits stop rather than quietly running up a bill.
Billing & GST
- Do I need a subscription?
- No. Packs are one-off purchases with no auto-renewal and no mandate on your card. Buy another when you need it.
- How does GST work?
- Prices shown in rupees are exclusive of GST, and 18% is added at checkout. You can add your GSTIN during purchase so it is recorded against the payment. Purchases in US dollars are treated as exports and carry no Indian GST.
- Where do card details go?
- To Razorpay, never to us. We store the order and payment identifiers and nothing else.
Data & privacy
- Is my customer data safe?
- Identifiers are masked as the transcript is written, and your workspace is isolated from every other tenant. Masking is performed by the model during transcription and is best-effort rather than a deterministic redaction pass. If you are under a strict regulatory regime, review it against your own requirements before relying on it.
- What exactly gets masked?
- Phone numbers, addresses, email addresses, card numbers, CVV and expiry, bank account numbers, IFSC codes, UPI IDs, Aadhaar, PAN, other ID numbers, dates of birth, OTPs and PINs, passwords, vehicle registrations and policy numbers. Names are left readable on purpose, because a coaching note about an unnamed agent is not much use.
Your team
- Does it cost more to add my team?
- No. Add as many managers, analysts, auditors and agents as you like. You pay for audits, not seats.
- Can people only see what they should?
- Yes. Admins, managers, QA analysts, auditors and agents each get a different scope, and agents see only their own calls and performance. There is also an external-user role restricted to its own data, for giving a client visibility into their campaign without opening the whole floor.