Every sales call recording is transcribed and scored by AI against the compliance script and sales playbook — not the 2% sample a human reviewer could manage. Reps get scored dashboards, and calls containing risky statements escalate to compliance within the hour.
Typical results
Under 1 hr
Risky call escalation
-78%
Compliance incidents
+22 pts
Script adherence
Figures reflect typical results for this kind of automation.
The challenge
The call center produced hundreds of recorded sales calls a day, but the QA team could listen to barely 2% of them. Compliance breaches — overpromised coverage, skipped disclosures — surfaced weeks later, usually from a customer complaint. Coaching was based on anecdotes, and reps knew the odds of any call being reviewed were tiny.
Before and after
Calls reviewed
50×Time to flag a risky call
−99%Compliance incidents per quarter
−78%The automation
We connected the dialer platform to a Make pipeline that pulls every recording as calls end, transcribes it with speaker separation, and has an AI model score the transcript section by section against the compliance script and sales playbook. Scores flow into per-rep dashboards, calls containing risky statements — missing disclosures, misleading claims — trigger an instant alert to the compliance manager with the flagged excerpt, and weekly coaching summaries go to team leads automatically.
How it works
- 01
Call ends
The recording syncs from the dialer platform into the Make pipeline as soon as the call wraps.
- 02
Transcribed
Speech-to-text with speaker separation turns every recording into a clean, searchable transcript.
- 03
Scored by AI
The transcript is scored section by section against the compliance script and the sales playbook.
- 04
Risky calls escalate
Statements that breach the rules alert the compliance manager within the hour, with the excerpt attached.
- 05
Dashboards update
Per-rep scores land in manager dashboards and weekly coaching summaries go to team leads.
Starts from
- Sales calls
- Call recordings
Delivers
- Per-rep dashboards
- Risk escalations
- Coaching summaries
The impact
Coverage went from a 2% sample to 100% of calls, with risky statements flagged within the hour instead of weeks later. Compliance incidents dropped from nine a quarter to two, average script adherence climbed 22 points, and coaching conversations now start from data, not memory.
Questions about this automation
How are the sales calls scored?
When a call ends, the recording syncs from the dialer platform and is transcribed with speaker separation. An AI model then scores the transcript section by section against the compliance script and the sales playbook, covering items such as required disclosures and coverage statements, and writes the scores to per-rep dashboards.
What counts as a risky statement, and who is alerted?
The compliance team defines the rules, for example a skipped disclosure or a promise of coverage the policy doesn't include. A call that breaches them alerts the compliance manager within the hour, with the flagged excerpt and a link to the recording, so the manager can review the exact moment.
Does AI scoring replace the QA team?
The QA team moves from sampling calls to reviewing what the AI flags. Reviewers can confirm or overturn a score, and those decisions help tune the scoring rules. Weekly coaching summaries go to team leads automatically. Simple automations like this are usually live within days once the dialer is connected and the scoring checklist is agreed.