AI scoring, compliance, and coaching that covers 100% of your interactions, automatically.
Trusted by customer-facing teams at
Most teams sample one or two calls per agent a month, and never hear the risky ones. Sense scores every qualifying call the moment it ends: a QA score, a compliance result, empathy and behaviour, rolled into one CXS.
A complaint and a renewals call shouldn't share a scorecard. Six configurable components decide how each call is judged, scoped by direction, department and brand, so sales, service and complaints each get their own standard.
Sense turns four weeks of scored calls into a plain-language coaching narrative for every agent, refreshed overnight and evidenced by linked calls. Agents self-coach from their own scores, so everyone improves.
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The same analysis, packaged for every role, agents get their next steps, managers get coaching evidence, compliance gets exceptions, leadership gets trends.
A plain-language account of how an agent, team or brand is really performing across many calls, not another chart. Refreshed overnight, evidenced by linked calls. It's the view supervisors open before a one-to-one and agents open to self-reflect.
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Where managers, QA teams and trainers work. Call History lists every analysed call with its scores; open one for the transcript, AI summary, per-metric reasoning, compliance checklist and feedback thread. Manual review runs alongside the AI to keep it honest.
Every transcribed call becomes searchable. Type a phrase, a competitor, a product, a disclosure, and get every call it was said on, one click away. Compliance investigates, marketing spots trends, trainers check the script is being used. Exports to CSV.
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The structured analytics layer: score timelines, metric breakdowns, tag distribution, and side-by-side department and agent comparisons. Where Performance tells you what the data means, Reporting tells you what, when, and how much. Exports to CSV and BI.
Alerts watch every scored call for the conditions you set, a compliance failure, a low score, a complaint tag, a falling average, and notify the right people by email, Slack, Teams, Discord or webhook. You hear about the bad call the day it happens.
The agent-facing side of Sense. After every call it hands back a summary, the next-step tasks, a drafted follow-up email and a score snapshot, right inside the CRM or Chrome Extension. No note-taking, no reconstructing; agents just follow up faster.
Sense ingests calls from the phone and contact-centre platforms you already run, no rip-and-replace. Results flow straight back: summaries and tasks into your CRM, alerts into Slack or Teams, and a REST API and CSV exports into your BI stack.
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55%
of supervisor hours saved per week
Automated call analysis replaced manual listening and scoring, supervisors moved that time into managing teams, coaching and conversion.
85%
improvement in quality call scores
Post-coaching call quality rose across the board once every agent, not just the lowest performers, started receiving evidence-based feedback.
300+
team members using Sense
Across contact centres, customer service, tour operations and learning & development, with manual call downloading and scoring eliminated entirely.
Structured, lasting customer profiles built from what customers actually tell you. Sense hears the conversation; Intelligence remembers the customer, preferences, context and opportunities, captured automatically and ready for the next interaction.
A private, governed knowledge base that gives every team the same trusted answer. The same source of truth that guides your agents' answers powers your AI, so quality issues Sense finds can be fixed at the source.
Configurable, goal-driven AI agents that handle conversations and deliver outcomes. And because they're part of the same ecosystem, every AI agent call is scored by Sense exactly like a human one, same metrics, same compliance, same CXS.
"Sense AI not only shows us what's happening in calls but also why. It has transformed the way we coach, benchmark, and make decisions."
Alex Dixon
Business Solutions Director, World Travel Holdings
Have more questions?
Talk to us about your call volumes, your phone system and what you'd want scored.
How Sense scores, what it needs, and where humans fit.
Each call is transcribed, the speakers are separated, and the call is tagged by type. The tag routes it to the right scorecard: weighted quality metrics that each score 0-100% and roll up into the overall QA score, plus pass/fail compliance checks, an empathy assessment and customer behaviour signals. Those combine into a single CXS, the customer experience score. Every metric, weighting, compliance rule and tag is defined by you, scoped by direction, department and brand, so sales, service and complaints calls are each judged by their own standard.
No. Sense runs on a private AI posture, your conversations and frameworks live in a private system, not a public consumer LLM. Personally identifiable information can be removed or redacted from calls where required, role-based access control governs who sees what, activity is audit-logged, and data retention is configurable to match your obligations under GDPR and equivalent regimes.
No. SystemsX is AI-agnostic: Sense isn't tied to a single model provider. The frameworks you invest in, your metrics, compliance rules, tags, categories and behaviours, belong to the system, so underlying models can change and improve while your configuration, history and reporting carry on uninterrupted.
Sense connects to your existing phone system, so the technical lift is light. Most of the onboarding effort goes where it counts: designing your scorecards with you, starting from proven default frameworks and calibrating the AI against your own reviewers, one customer reduced the AI-versus-human scoring discrepancy from around 18% to under 1% through calibration. From there, Sense runs as business-as-usual: scoring every call daily and feeding your existing coaching and KPI routines.
No, it removes their drudgery. The AI does the listening, transcribing and first-pass scoring across 100% of calls; your people do what only people can. Manual QA runs alongside the AI: reviewers work randomised batches of calls, can override any AI score, resolve agent disputes and keep the system calibrated. QA teams stop being samplers and become coaches, calibrators and investigators, with evidence on every call instead of one in a hundred.
Yes. The frameworks scale down as well as up: a team leader with ten agents gets the same scoring, performance narratives and alerts as an operation with hundreds. As Sukie Rapal, Head of Digital Sales at Hays Travel, puts it: "It doesn't matter how big or small the team is, it still works for you."
A 30-minute walkthrough with a specialist, shaped around your sector and your calls, see Sense score real conversations, end to end. No commitment, no pricing pressure. Or talk to us about your use case first.
