Risk and compliance review
Review possible gaps in required call statements
EchoAudit at echoaudit.co helps QA and risk teams assess recorded calls against configured requirements. Define what your policy expects, inspect findings and available evidence, and have an authorised reviewer investigate possible misses or unclear delivery.
Flags support human review; they are not a legal determination or assurance of compliance.
Do not send customer recordings or personal information by email.
A flag is the start of a review
A missing phrase alone does not tell you whether a requirement was missed. Was the statement required on this call? Had the conversation reached that stage? Was the relevant audio clear? Make the expected behaviour and its applicability explicit before treating an AI finding as a failure.
Configure the requirement you need to assess
Start with a requirement approved by your policy owner. Define the wording or observable behaviour, when it applies and what evidence would support an assessment. Configure those rules in the QA framework and test them against reference calls. Your organisation determines its applicable obligations with appropriate professional advice; EchoAudit does not supply a universal regulatory rulebook.
Inspect the finding before deciding what to do
Assess an authorised recording, then review the relevant criterion, available supporting evidence and auditor notes. Where the configured framework includes risk reporting, results can include risk indicators, confidence and recommended reviewer actions. A person should check the relevant recording, resolve uncertainty and decide any follow-up through the organisation's own process.
Fictional example: explain a term before acceptance
This educational example is fictional. It is not a customer conversation, an actual EchoAudit output, a measured result or a statement of law. Suppose an example organisation's policy requires the agent to explain a 12-month term before asking the customer to proceed. Agent: This offer has a 12-month term. Would you like to proceed? This excerpt supports that the specified statement was made; it does not establish comprehension, legally valid consent or compliance with other requirements.
Separate possible misses from unavailable evidence
In a second fictional excerpt, the agent asks Would you like to proceed? without explaining the term. Treat that as a possible miss to investigate, not a definitive conclusion about the whole call. If the disclosure is obscured by noise or overlap, record that the evidence is unclear. If the conversation ended before the requirement applied, do not automatically classify the statement as missed. Review the full relevant recording and the policy's applicability rules.
Flags support human review; they are not a legal determination or assurance of compliance.
Check false alarms as well as missed findings
Use reviewer-approved examples that include a clear statement, an actual miss, an unreached stage and unclear audio. Compare configured findings with those expectations and inspect disagreements. Record false alarms and missed findings separately. Passing configured benchmark checks is not a measured accuracy guarantee, and one test set cannot establish performance on every future call.
Human review remains essential
Flags support human review; they are not a legal determination or assurance of compliance. Outputs depend on the recording, framework, model and available result fields. A flag may be wrong, and the absence of a flag does not establish that a call complied with policy or law. Do not assume every possible breach is detected or that an AI assessment verifies consent.
Discuss a specific review requirement
For product enquiries, describe the statement or call-handling requirement you want to assess and the human review process it should support. The calibration guide explains how to prepare reference examples and investigate differences. Do not send customer recordings or personal information by email.
Flags support human review; they are not a legal determination or assurance of compliance.
Do not send customer recordings or personal information by email.