For customer support teams
Find the calls that
created the complaint.
CSAT surveys come back from a few customers, days later. Audilyx scores every support call for resolution, accuracy and tone, so you see the broken experience the day it happens.
CustomerTeesri baar call kar raha hoon, refund abhi tak nahi aaya.
AgentSir system mein dikh raha hai,
Agent aap 7 din aur wait kar lijiye, main kuch nahi kar sakta.
Resolution missed · repeat caller, no escalation
What goes wrong today,
and why sampling misses it.
Repeat calls hide in plain sight
The same customer calls three times about one refund. Each call looks fine alone; together they are a failure.
CSAT is a tiny, late sample
A handful of survey replies arrive days later and rarely say which part of the call went wrong.
Wrong answers sound confident
An agent quoting the wrong policy sounds just as calm as one quoting the right one. You only hear it if you listen.
Tone goes unmeasured
Rushing, interrupting and flat 'policy hai sir' replies push customers to escalate, but never show up in AHT reports.
What Audilyx checks
on every call.
Understanding the issue
Did the agent confirm what the customer needs before jumping to a fix? Probing questions are checked line by line.
Correct resolution
Was the fix right for this issue and in line with your policy? Wrong refunds, timelines and promises are quoted back.
Empathy and tone
Apology where it was owed, no talking over the customer, no dismissive lines. Measured on every call.
Closure
Ticket number, timeline and next step stated clearly before the call ends. Calls that just stop are flagged.
Other teams