Auto-Zero Appeal
Every automatic zero gets a referee check before it touches anyone's pay.
The job
Holds every critical fail issued by AI in a review queue until a person rules on it, so the scores with the heaviest consequences get the most checking. It shows agents and clients that the AI grader is held to account like a referee.
The moment
When the AI quality scorer gives an agent an automatic zero for a critical fail, the score is held for a human check before it touches pay, like a video referee in football.
The review replays the call transcript. It shows the agent did give the required fee disclosure, in the customer's own language, and the AI scorer missed it.
The screen flashes "check complete: overturned", and a banner shows $450 of incentive pay protected.
The team leader has the ruling on WhatsApp before the agent's shift ends.
What it does
- Rule on a check
- Record the ruling in Agent QA
- Tell the team leader
- Lodge an appeal
- Send a criterion for re-exam
- Publish the fairness bulletin
What you see
Football video-referee booth: a slow-motion transcript timeline with an offside line, CHECK IN PROGRESS and CHECK COMPLETE banners, and a public weekly overturn table
What it moves
How often AI critical fails are overturned for each criterion (target under 5%), median minutes to a ruling, and the incentive pay or client service credits protected each month by overturned zeros.
Built for
- QA, training & knowledge
- Contact-centre operations
- Frontline staff
- CX leaders & VoC
