Verify the Verifier
Audits the fix-confirmation call: leading questions and polite yeses don't count.
The job
Proves that "verified by the citizen" means the citizen really confirmed the fix, not that a script coaxed a polite yes, and puts the honest rate on the main dashboard next to the claimed one.
The moment
Calls that check whether a fix worked are audited. Two transcripts sit side by side: one from a script with leading questions, one from a neutral script.
On the leading script, the citizen's answer is "sure, if you say so".
On the neutral script, the answer is "yes, the hole is gone". Each call can be played back.
The morning the neutral script goes live, the verified rate on the main dashboard drops from 96% to 81%, and the minister's office says it trusts the 81% more.
The line the room repeats: a polite "sure" is not a yes.
What it does
- Confirm a call's question style and answer type
- Send a neutral script to the voice agent's A/B arm
- Book a human callback for polite-yes cases
- Lock in a script
- Open the polite-yes calls
What you see
Call-audit lab: transcripts as turn bars with the leading phrase bookmarked, and an A/B scale weighing the two scripts
What it moves
The honest confirmation rate (confirmed calls not reopened within 30 days) against the claimed verified rate, in points, for each district and contractor.
Built for
- Branch, store & field managers
- Frontline staff
- QA, training & knowledge
- Executives & leadership
