ScoreCoach · Customer Outcome Assurance
Move beyond scoring interactions. Assure outcomes.
Analyse eligible voice and digital interactions at scale, connect them with CRM and journey evidence, and give reviewers an auditable way to assess conduct, vulnerability and customer outcomes over time.
Speech transcription and conversational scoring
Chat, email and AI chatbot conversations
Case and journey evidence linked in
Assurance against the outcome the customer received
How it works
Not another AI QA tool. An assurance layer for regulated operations.
The full population - not a sample.
Every interaction, every CRM event, every journey. Evaluated against the outcome the customer actually received.
AI you can defend.
Every score is evidence-linked. Every model is versioned. Human review and override are first-class - designed for regulatory scrutiny.
Journey-native, not call-native.
Multi-session memory. Cross-channel graphing. Vulnerability progression modelling. Assess the whole journey, not the single ticket.
Coaching that closes the loop.
Behavioural gaps become targeted coaching plans - for human advisors and for the AI agents they work alongside.
Consumer Duty
Consumer Duty evidence, generated as the work happens.
ScoreCoach maps every journey against the four Consumer Duty outcomes - products and services, price and value, consumer understanding, and consumer support. Vulnerability, fair treatment, affordability and complaints frameworks are built from operational reality, and every finding is evidence-linked, so your outcomes monitoring is continuous rather than retrospective.
- Products & services - assessed against declared target market and intended use.
- Price & value - evaluated against fair-value considerations and vulnerability.
- Consumer understanding - interactions checked for clarity, tone and comprehension aids.
- Consumer support - complaints handling, vulnerability handling and follow-through evidenced.
Inside the platform
One orchestration engine. Six specialist layers.
Every layer earns its place. Together they form a single reasoning system that turns every customer journey into an evidenced outcome.
01 · Ingestion
Every channel. One picture.
Voice, chat, email, AI chatbot conversations, CRM activity and case data - all pulled together into a single view of the customer journey. Nothing sampled. Nothing sitting in silos.
02 · Orchestration
One brain coordinates the work.
Specialist AI capabilities work in concert - transcription, evaluation, coaching, risk detection - orchestrated end-to-end so the right analysis reaches the right team at the right moment.
03 · Scoring
Consistent scoring, at population scale.
Every journey evaluated against your scorecard - your rules, your outcomes, your definition of good. No random samples. No inter-rater drift. The same standard applied to up to 100% of eligible interactions supplied to the platform - human and AI alike.
04 · Human review
Humans stay in the loop.
Calibrators can inspect any score, add rationale, override, or push feedback back into the model. Augmented intelligence, not autopilot - designed for the way regulated operations actually work.
05 · Coaching & improvement
From insight to measurable change.
Behavioural gaps become targeted coaching plans - for advisors and for the AI agents alongside them. One improvement loop, one quality standard, quarter on quarter.
06 · Governance & observability
Traceable. Auditable. Explainable.
Every decision, every override, every model version - timestamped and traceable. Live dashboards, bias monitoring and full audit trail sit alongside the pipeline, not bolted on afterwards.
Why teams switch
Five things that visibly change.
/ Coverage
Greater visibility across the eligible interaction population.
Bring more of the population into view so quality, compliance and operations teams see the full pattern of behaviour, not just the sampled slice.
/ Consistency
More consistent evaluation against your own outcome framework.
Your scorecards, your rules, your definition of a good outcome - applied the same way across channels, teams and time.
/ Evidence
Evidence reviewers can inspect, calibrate and override.
Every finding is evidence-linked, versioned and appealable, so calibrators keep the final word.
/ Coaching
Coaching linked to recurring behaviours and operational weaknesses.
Behavioural gaps roll up into targeted coaching, for advisers and for the AI agents alongside them.
/ Audit trail
A clearer audit trail for quality, compliance and governance teams.
Configurable frameworks around Consumer Duty, vulnerability, affordability and complaints - with the record to prove how outcomes were reached.
See it on your workflow
See ScoreCoach against your workflow.
A 30-minute working session against a representative workflow - we'll show you what's hiding in plain sight.