Quality Playbook
Every night, an AI reviewer reads the transcripts of calls where staff flagged something off. It proposes a rule that would handle that situation better next time. You approve the rules you like.
The flow
- Staff flags an issue on the wrap-up screen ("AI gave wrong price," "missed the cancellation request").
- Overnight, the reviewer analyzes the call.
- A proposed rule appears in Settings → Quality.
- You approve, edit, reject, or archive.
- Approved rules get baked into future AI prompts immediately.
What a rule looks like
"When the caller mentions 'cancellation,' don't quote a price — escalate to a supervisor." That's it. Plain English, scoped to the right situation.
Don't approve everything
The reviewer is a generalist; you know your business. Reject anything that overfits to one weird call. The good rules show up again — patterns repeat.