The demo is 5%.
We do the other 95.
Every voice AI vendor can show you an agent that talks. That part takes a weekend. The other ninety-five per cent is knowing it still says the right thing on the ten-thousandth call, catching it the day it stops, and being able to prove either - and almost nobody sells you that half, because it does not demo well.
THE PART NOBODY SHOWS YOU
A gap, and the fix
that closed it.
This is what the work actually looks like. Twelve callers described a room bigger than anything the product data covered, so we asked for the coverage table, wrote the rule against it, tested it on those twelve calls and published inside the hour. The old version is still there.
Twelve callers described a room bigger than anything the product data covers. The catalogue gives a BTU rating but no coverage in square metres, so there was no rule for the agent to apply and it went with the customer’s own description of the room. Northaven sent the coverage table the same morning.
Every version is kept, every fix points back at the calls that caused it, and any version can be restored.
HOW IT IS KEPT HONEST
Reviewed every day.
Rewritten every week.
01 · WE REVIEW EVERY CALL
Two in a hundred was a budget, not a standard.
Quality assurance on a phone team means somebody listens to a couple of calls in a hundred and hopes they were typical. Nobody chose that number because it was rigorous. They chose it because listening costs a person an hour.
It does not anymore. Every call gets read against what a good call looks like for your business, and what comes out is not a score in a spreadsheet - it is a list of specific gaps: a rule nobody wrote, a product nobody described, a policy that exists in two versions. Each with how often it has come up.
2,914
23
9
v14
0
02 · THE PROMPT IS ALIVE
It is not a file somebody wrote once.
The instructions behind your agent change most weeks, because real calls keep finding things no one thought of. Somebody asks for a person in a way the rules did not anticipate. A phrase lands wrong on a bad line.
Every one of those changes is written down, versioned and traceable back to the call that caused it, and any version can be put back. An agent that is the same in month six as it was on day one has not been looked after.
FULLY MANAGED
This is the work
you are buying.
Not a dashboard you check. A loop we run, on your agent, every week, and you can read all of it.
You define a good call
What must always happen, what must never be said, when a person should take over. That becomes the standard everything is reviewed against.
We review, every day
Not a sample. Faults get written down as specific, countable things rather than a quality score nobody can act on.
We fix and publish
Written against the exact rule that failed, tested on calls that already happened, then published - often the same day.
You can read all of it
Every issue, every fix, every version of the prompt, and what changed between them. Including the ones we opened on ourselves.
Success stories
What happened in the first month on the line - measured on real calls, not modelled.
“Elena handles our most repetitive calls - order status, shipping, returns - on-brand and instantly. Our team now focuses on the cases that actually need a person.”
Marco LogrecoHead of E-Commerce, Creative Cables
Questions operators actually ask
Who decides what a good call is?
You do, and we write it down so it can be argued with. It is your policy - what has to be said, what can never be promised, when a person takes over - not a generic quality model with our opinions baked into it.
Are you grading your own homework?
Partly, and pretending otherwise would be insulting. What makes it checkable is that the standard is yours, every issue and every fix is visible to you with the transcript attached, and the version history shows exactly what changed and when. You can disagree with a call we marked as fine.
How fast does something actually get fixed?
Usually the same day it is found. The example on this page went from a reviewer spotting the pattern to published in forty minutes, and most of that was testing the change against the calls it came from.
What stops a fix breaking something else?
Changes are tested against calls that already happened before they go anywhere near a customer, and they sit in a draft until published. If one makes things worse, the previous version is still there and goes back in a click.
Do we have to do any of this?
No. You can read every issue and every fix, and some customers want a weekly walk through them. Others never open it. Both are fine - the work happens either way.
Does it cost extra?
No. This is how the thing is kept working. Charging separately for it would be charging you for our own quality control.
live in two weeks
Ask us what happens on call ten thousand.
It is the question we would want asked if we were the ones buying. Ask us - and ask whoever else you are talking to.
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