Transcription and tagging
Calls are transcribed and tagged by topic and outcome, so you can find every call about a dispute in seconds.
Product
NEQQO
Conversation analytics that scores every call for quality and compliance, whether an AI agent or a person handled it, and feeds the numbers your managers run on.
What it does
Every conversation scored, not a sample.
Quality teams used to listen to a handful of calls a week. NEQQO reviews all of them so you find problems early.
Quality evaluation
Each conversation is scored against your own scorecard. Coaching goes to the agents and topics that need it.
Compliance analysis
Missed disclosures and risky language are flagged per call, so a pattern is caught before it becomes a complaint.
How Spine governs it
Scores on the same record as the calls they judge.
NEQQO reads from and writes to the same governed platform as the agents, so a score always points back to the exact conversation and steps behind it.
Tenant isolation in the database
Each client’s conversations are separated by Postgres row level security, not only by application code. Multi-client floors stay apart.
Scores tied to the trace
A score links to the model turns, guardrail results and approvals of that call. Disputes about a score are settled with evidence.
Audit ledgerEvidence for the Compliance Center
Compliance findings feed the evidence your auditors ask for, mapped to the controls they test.
Compliance Center
What lands on the ledger
Each of these is appended to the hash-chained audit ledger for your tenant, so you can show what happened and prove nobody changed it afterwards.
- Conversation received
- Quality score
- Compliance findings
- Reviewer overrides and reasons
A day in the life
A quality team’s week, done by Tuesday.
Calls arrive
Every AI and human conversation from the day flows in with its context.
Scores land
Each call is scored for quality and compliance against your scorecard.
Exceptions surface
Reviewers see only the calls that need a person, ranked by risk.
Coaching follows
Findings go to team leads with the calls behind them, so coaching targets the real gap.
One floor, one ledger
NEQQO closes the loop on every call.
Voice AI hands a call to a human agent coached by LiveAssist and NEQQO scores the whole conversation, all on one ledger.
Voice AI takes the call
Contact rules are checked before dialling and guardrails run on every turn of the conversation.
A person takes over
When the customer needs a human, the call hands over with the full context so nobody asks the same questions twice.
LiveAssist coaches live
The human agent gets next best actions and compliance prompts while the conversation is still going.
NEQQO scores it
The whole conversation is scored for quality and compliance and every step sits on the same ledger.
Voice AI
Sends every AI call for scoring when it ends.
Learn moreLiveAssist
Coaches agents live, so fewer calls end up on the review list.
Learn moreCollections
Collections conversations are scored against collections rules.
Learn more
Questions
NEQQO questions, answered.
Yes. Both are scored on your scorecard, so you can compare AI and human work on one scale.
Yes. A reviewer can override a score with a reason and the override is recorded next to the original.
Yes. Each tenant is isolated in the database with row level security and dashboards only show the data a user is allowed to see.
See every conversation scored.
We will score an AI call and a human call side by side and trace a finding back to the moment it happened.