Call recording

Call transcription converts recorded or live call audio into searchable text using automatic speech recognition (ASR). It can run in real time, powering live agent guidance, or in batch after the call ends. Batch processing generally yields higher accuracy. Quality transcripts include speaker diarization, timestamps, and redaction of sensitive data like card numbers. Accuracy is measured by word error rate. OnClarity’s AI Agent QA uses transcripts to score 100% of conversations for QA and compliance. Example: a team searches six months of transcripts for every mention of a failed payment flow to find a root cause.

Call monitoring is the practice of reviewing live or recorded customer calls to check quality, compliance, and outcomes. Supervisors can listen in real time, or they can review recordings after the call ends. Traditionally, teams sampled only 5 to 10 percent of calls by hand. That left most conversations unreviewed. AI quality tools change this math. OnClarity’s AI Agent QA scores 100 percent of conversations against a company’s existing evaluation rubric within minutes of call end, instead of waiting days for a supervisor to catch up on a backlog. Recording consent rules vary by US state, and some states require consent from every party on the call, not just one. Recordings are commonly stripped of sensitive data through PII redaction before they are stored, so a reviewer can read a transcript without seeing a customer’s card number or social security number.

PII redaction is the automatic removal of personally identifiable information from transcripts, logs, and training samples. It lets support conversations be analysed, stored, and used to improve models without carrying customer identifiers into systems that were never scoped to hold them.

Quality assurance is the structured review of conversations against a scorecard, applied to human agents and AI agents alike. Traditional QA samples a handful of conversations per agent each month; automated QA scores every conversation, which changes the exercise from spot-checking into actual measurement.