AI-Powered Intelligent Call Evaluation
Turn every recorded call into objective data on your agents' performance.
Our AI call auditor automatically transcribes, analyses and scores every conversation against your business's exact criteria — with no need to listen to recordings one by one.
Automatic Audio Transcription
Every call is converted into text and stored in a database, ready to consult whenever you need it.
Points-Based Auditing
The system evaluates and scores each call by area and item, according to your own evaluation matrix.
Quality Analysis Through Statistics
Charts by call type, queue or agent: see at a glance how scores are evolving.
API That Interacts With External Applications
Check transcriptions and evaluations from the app you already use, with no need to leave it.
Compatible with any system: it works with Neotel’s Virtual PBX and Call Center Software as well as with call recordings from any other phone system your business already uses, connecting via API.
Request a Proposal for Your Business
Tell us about your call operations, and we’ll put together an AI Call Evaluation proposal tailored to your business — whether or not you have a Neotel PBX:
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What Is AI Call Evaluation?
It’s the analysis layer applied on top of calls that have already been transcribed: the AI audits each conversation against the criteria your business defines — attentiveness, protocol compliance, sales script, closing and follow-up — and assigns a clear rating to each interaction.
It works in two ways: natively on Virtual AI PBX and the Call Center Software , based on call recording (included or premium); or on recordings from any other phone system your business already uses, connecting through Neotel’s API.From Recording to Data: How It Works
The call is recorded using your PBX or call centre’s call recorder — Neotel’s or a third party’s.
If the recording comes from an external system, it’s brought in through Neotel’s API; if it comes from the Neotel ecosystem, it’s brought in natively.
It’s automatically transcribed, separating out the relevant information from the conversation, and stored as text in a database.
The AI evaluates the call according to a custom prompt, configured specifically for your business, your products and your commercial policy.
Each call receives a rating (OK if it meets the criteria, KO if it doesn’t) and is ready to be viewed, searched and exported.
An Evaluation Criteria Built Around Your Business
Each customer starts with their own prompt, which sets out in detail their company information, products, corporate policy, and the specific aspects to be audited in each call. This prompt can be modified and expanded as your needs change.
This allows you to evaluate both the agent’s behaviour and the customer’s response, adapting the criteria to the specific sector, campaign or team.
Examples of Criteria You Can Audit
- Whether the agent correctly informed the customer that the call was being recorded.
- Whether the sales script defined for a specific campaign was followed.
- Whether a sale or contract more than a year old has not had recent follow-up.
- Detection of patterns that anticipate possible customer churn or an unresolved objection.
Why Audit Your Calls With AI
Decisions based on data, not samples
Every call is evaluated, not just a random sample. It detects real behavioral patterns that would otherwise remain hidden within hundreds of thousands of hours of conversation.
Early detection of sales and service issues
Identify unresolved objections, protocol breaches, or drops in quality—by agent or campaign—before they impact your results.
Evaluation of both customers and agents
The system allows for the evaluation of both agent performance and customer signals within the same conversation, based on the variables defined in your prompt.
Works With Your Neotel Ecosystem or Your Current System
AI Call Evaluation works natively with Neotel’s Virtual PBX and Call Center Software, activating directly on the call recordings already in your account.
If your business uses a different telephony, PBX or call centre system, the service connects via Neotel’s API: your recordings are brought into the transcription and evaluation flow with no need to migrate your current telephony.
API to Integrate With Your Applications
As well as receiving recordings from external systems, Neotel’s API lets you check transcriptions, evaluations and scores from the application your team already uses (your own CRM, BI tools, internal dashboards), with no need to log into an additional platform to review results.
- API connection to receive recordings from external telephony systems.
- View transcriptions and evaluations from your own application.
- Export results and statistics to your internal dashboards.
By keeping information centralised in Neotel, you avoid duplicating data across systems and maintain a single history of calls, evaluations and statistics, wherever they come from.
Guided Setup
Activating the service follows a process supported by the Neotel team, from defining the first evaluation criteria through to final validation.
Starting Questions Before Designing Your Matrix
Before proposing an evaluation matrix, Neotel needs to properly understand how you operate. Some of the questions that guide this phase:
- What is the main purpose of the call?
- What type of call is it (sales, customer service, support, collections…)?
- What results does the business expect to get from the evaluation?
- What behaviours are mandatory for the agent?
- Are there any legal or regulatory requirements that must be met on the call?
- Who will use the evaluation (supervisors, sales management, quality team)?
- How will the scores obtained be used?
Process Phases
Receiving the initial criteria or prompt proposed by your business.
Analysis and validation by Neotel to ensure it can be correctly applied in practice.
Sizing the volume of calls to be evaluated based on your actual activity.
Final validation by your business before go-live.
The initial criteria can be expanded and modified as your business needs evolve.
Neotel’s AI Call Evaluation — also known as an AI call auditor — is a system that automatically transcribes, analyses and scores the calls of a call centre or PBX. It works natively with Neotel’s Virtual PBX and Call Center Software, and also with recordings from any other telephony system via Neotel’s API, with no need to switch PBX provider. Based on an evaluation matrix designed together with each business, which organises the analysis into areas (opening, active listening, objection handling, closing) and observable, measurable items with a weighted score, the AI evaluates each conversation against a custom prompt and assigns a rating (OK or KO) to each call, including automatic detection of critical errors. The system also allows searches across thousands of transcribed calls by date, agent or outcome, and offers visual quality statistics by agent, queue or call type.
Faqs
What Is AI Call Evaluation?
It's a system that automatically transcribes and audits your business's calls, assessing agent behaviour against custom criteria and assigning a rating to each conversation.
Is it the same as an AI call auditor?
Yes. "AI call auditor" and "AI Call Evaluation" describe the same functionality: the automatic analysis of calls against quality and compliance criteria defined by your business.
What's the difference between call transcription and call evaluation?
Transcription converts the call audio into text and a summary. Evaluation (or auditing) is the next step: it analyses that text against a custom set of criteria and assigns a rating based on how well it meets the defined parameters.
. Can the evaluation criteria be customised for each business?
Yes. Each customer starts with their own prompt, which sets out their company information, products and commercial policy. These criteria can be modified and expanded at any time.
How is a call rated OK or KO?
The AI compares the content of the transcribed call against the variables set out in the custom prompt. If the call meets the defined conditions, it's rated OK; if it doesn't, it's rated KO.
What is a call evaluation matrix?
It's the framework that defines which areas are evaluated (opening, active listening, objection handling, closing, etc.), which observable and measurable items make up each area, and how much weight each one carries in the final score. Neotel designs it together with each business before activating the evaluation prompt. From there, you can search and export information by date, agent or outcome, in list, plain-text or numeric-range format, including locating scheduled sales appointments or detecting non-compliance.
What is a critical error in AI call auditing?
It's a behaviour that, due to its severity, on its own triggers a severe penalty or an automatic KO rating for the call, regardless of the score obtained on the rest of the evaluated criteria.
Do I need Neotel's PBX to use this service?
No. AI Call Evaluation works both natively with Neotel's Virtual PBX and independently, connecting to third-party PBXs or telephony systems via API. It's the only Neotel solution compatible with external systems.
