audilyx.ai

Built by Quality, for Quality

Hear what your agents promised, skipped, guaranteed, got right and learned.

Audilyx listens to every call your floor makes, scores it against your own Quality Parameters in English, Hindi, Gujarati and the mix, and turns what it hears into coaching and reports.

Book a pilotSee call to coaching
Support02:14
“Refund kal tak aa jayega sir, pakka.”
Outside refund policy · flagged

Everything your QA team does by hand.
Without adding a single analyst.

Built on the finest large language models, with speech recognition made for Indian languages, and designed by people who have run QA on real contact-centre floors.

Every call scored

Each call is marked against your own Quality Parameters, line by line, with the deduction quoted from the call.

  • 100% of calls, not a sample
  • Scored minutes after the call
  • QA can confirm or override
82/100

Hinglish, handled

English, Hindi, Gujarati and the switches between them, with speakers separated and personal data masked.

ગુMane kaale phone karjo
हिKal subah 11 baje theek?
ENPolicy number confirmed

Fatal calls, flagged

Zero-tolerance breaches fail the call to zero and land in QA's inbox the moment the audit finishes.

Auto-fail · emailed to QA

Guarantee on claim settlement

Priya S. · 04:18 · 2 min ago

Your scorecard

Categories, marks, fatal rules. One set per process.

Opening16
Product knowledge · fatal5
Objections10

Coaching & LMS

Weak spots become coaching tasks and lessons.

Price objections, no promises

6 min · quiz · 65%

Reports

Agent, team and compliance views. Export to CSV.

Plugs into your dialer

Upload in bulk or post each call to a webhook.

$ POST /api/ingest

Built by Quality, for Quality

The KPIs your floor is judged on.
Not the slide deck.

Audilyx was built by people who have run QA on contact-centre floors. Every feature exists to move one of the numbers your leadership reviews every week.

Reduce

Customer complaints

Mis-selling, wrong promises and rude calls are caught the same day, before they turn into complaints.

Reduce

Average handle time

Dead air, long holds and rambling scripts are measured on every call, so TLs coach the agents who need it.

Raise

Customer satisfaction

Empathy, clarity and resolution are scored on every call, not inferred from a few survey replies.

Raise

First call resolution

Calls that end without a fix or a next step are flagged, so the gap is closed before the customer calls back.

Reduce

Repeat calls

Customers calling again about the same issue show up as a pattern, with the calls that caused it.

Reduce

Fatal and compliance breaches

Zero-tolerance lines auto-fail the call and reach QA within minutes, not at month-end.

Raise

Conversion on sales calls

Lost-sale reasons are heard on every call, and what top agents do differently becomes coaching.

Reduce

Time to competence

New agents get coached on their own calls from week one, with lessons matched to their gaps.

100% of calls reviewed instead of the 1–2% most QA teams can reach by hand.

Measure it on your own calls →

QA hears 2 calls in 100.
Nobody hears the other 98.

On most floors a QA analyst can listen to one or two calls in every hundred. Those get a score, a remark, maybe a coaching session.

The skipped disclosure, the guarantee nobody should have given, the agent who lost their temper at 7 pm on a Saturday: those are in the other ninety-eight.

2calls heard0 / 6problems foundNevercaught

Hover a call to see what happened on it.

From recording to verdict,
without anyone pressing play.

  1. 01

    Calls come in

    Upload recordings in bulk, or have your dialer post each finished call to a webhook. MP3, WAV and M4A all work.

    POST /api/ingest

  2. 02

    Transcribed, speakers split

    Agent and customer separated line by line. Talk ratio, dead air and pace measured on every call.

    agent 46% · dead air 9s

  3. 03

    Scored against your Quality Parameters

    Every one of your Quality Parameters becomes a check. Each deduction quotes the exact words from the call.

    −2 · disclaimer given late

  4. 04

    QA confirms, TLs coach

    Fatal calls are emailed to QA. Your team confirms or overrides, and team leaders assign coaching.

    fatal → QA inbox

A bad call shouldn't end at a bad score.
It should end in a lesson.

QA tells you what went wrong. Coaching fixes it. Audilyx joins the two, so the gaps it finds on calls become the lessons your agents learn, and the next calls show whether it worked.

  1. 01

    Call scored

    Every call is marked against your Quality Parameters. Priya's renewal call loses 4 of 10 on objection handling.

    Objection handling

    6/10

  2. 02

    Pattern spotted

    One weak call is noise. The same gap on 4 of her last 10 calls is a skill to work on, so it's raised.

    Same gap

    4 of 10 calls

  3. 03

    Coaching assigned

    Her team leader gets a coaching task linked to the exact calls and timestamps. The agent sees why, not just a score.

    Task · due Fri

    TL: Rakesh

  4. 04

    Module in her LMSEarly access

    A short lesson matched to the gap lands in her queue: a 6-minute module, two real call clips and a five-question check.

    Price objections, no promises

    6 min · quiz

  5. 05

    Re-scored on live calls

    The next calls are scored the same way. You can see whether the lesson worked, on the parameter it was meant to fix.

    Objection handling

    6.0 → 8.4

Live today

Coaching tasks raised from any call, assigned to team leaders, tracked to done.

Early access

Modules matched to each parameter, assigned automatically when a gap repeats.

Always

Every lesson is checked against the next calls, not against a quiz score alone.

Voice of the customer

Hear how the customer felt.
Then help your agents turn it around.

Surveys tell you a score from a handful of customers. Every call tells you why. Audilyx reads the customer's side of every conversation and turns it into coaching that raises positive VOC.

  1. 1Hear the customer on every callHow the customer felt at the start, at the worst moment and at the end of each call, not from the few who answer a survey.
  2. 2Find what turns customers negativeLong holds, repeat transfers, vague refund timelines. Each driver comes with the calls and the exact moment it happened.
  3. 3Assist agents with what worksAgents get coaching on the moments that went wrong, with the words your best agents use when a call turns, ready for their next shift.

Support · Refund query · 07:40

Customer sentiment across the call

Customer

“Teen minute se hold pe hoon.”

Agent

“Policy hai sir, kuch nahi ho sakta.”

Customer

“Rehne do, complaint karunga.”

Call ended negative · complaint likelyFlagged for coaching

What turned customers negative · sample

  • Long hold without an update31%
  • Transferred more than once22%
  • Refund timeline unclear18%
  • Agent talked over the customer12%

Illustrative example. Your numbers come from your own calls.

Your Quality Parameters.
Not ours.

Most call-analytics tools score everyone on the same handful of generic parameters. Your process doesn't run on generic.

Send us the Quality Parameters your QA team already uses: categories, sub-parameters, marks, the fatal categories and the zero-tolerance list. That becomes the scorecard every call is marked against. Each process can have its own.

Renewals · Quality Parameters v3100 marks
Call opening16
  • Greeting, name and brand2
  • Right-party confirmation2
  • Call recording disclaimer−2

    ↳ Given at 01:40, not in the opening

Product knowledgeFATAL5
  • Correct plan and pricing2
  • Required disclaimers1
Objection handling10
  • Price objection addressed4
  • Follow-up date and time agreed3

Zero tolerance · auto-fail to 0

Abusive languageGuarantee or 100% assurancePosing as a doctor or official

Reports your floor will
actually open.

One view for the agent, one for the team leader, one for compliance. Every number links back to the calls behind it, and everything exports to CSV.

Agent scorecardSample report · illustrative data

Priya S.

Renewals · TL Rakesh · last 30 days

▲ +20 pts

Calls audited

214

Avg score

78

Fatal

2

Avg score · weekly

By parameter

  • Call opening92%
  • Need discovery81%
  • Product knowledge88%
  • Objection handling64%
  • Closing & next step86%
Coaching in progress. Objection handling module assigned 12 Mar · 3 calls since, avg 8.1/10.

Every team on the phone.
Support, sales, collections and more.

Each team gets its own scorecard. These are the checks we usually start from, and you change them to match your process.

Customer support→

Every unhappy customer was on a call before they were on Twitter.

  • Issue understood before solving
  • Correct resolution given
  • Empathy when the customer is upset

Collections→

One abusive call can turn into a complaint, a penalty or a notice.

  • Agent identifies themselves and the lender
  • Purpose of the call stated up front
  • No threats, no coercive language

Telesales→

Mis-selling usually sounds like a great call until the refund request arrives.

  • No guarantees or “100% assured” claims
  • Correct price, discount and plan quoted
  • Objections handled, not talked over

Insurance→

A promised claim settlement is a mis-selling case waiting to happen.

  • Policy terms and exclusions disclosed
  • No assured returns or claim promises
  • Free-look period mentioned

Banking & lending→

Loan and card calls carry disclosures your auditors will ask about.

  • Rate, fees and tenure stated correctly
  • KYC and verification steps followed
  • No pressure or false urgency

Healthcare→

Patients trust the voice on the phone more than the brochure.

  • Appointment and test details confirmed
  • No medical advice from non-clinicians
  • Pricing and package explained clearly

E-commerce & D2C→

Order, return and refund calls decide whether the customer orders again.

  • Order and refund status explained correctly
  • Return policy quoted accurately
  • Retention offers made where allowed

EdTech & admissions→

Counsellors sell futures. The promises they make need to be true.

  • No job or placement guarantees
  • Fees and EMI explained correctly
  • Course fit matched to the student

Recordings are the most sensitive thing you own.
Treated that way.

Calls carry customers' health, money and phone numbers. Privacy policy

Private by default
Recordings sit in private storage and only play through links that expire. There is no public URL to a call.
Masked transcripts
Phone numbers, emails and long card or account numbers are hidden in transcripts unless someone chooses to reveal them.
You set retention
Choose how many days calls are kept. Older recordings, transcripts and scores are deleted automatically.
Not training data
Your calls are used to score your calls. They are not used to train third-party AI models.

Bring ten calls.
We'll score them while you watch.

Thirty minutes on a call. Send a few recordings and your current Quality Parameters if you have them. You'll see each call scored against it, with every deduction quoted.

Pricing depends on your call volume. We'll share it after the pilot, not before.

Prefer email? hello@audilyx.com

Team size