Conversation Intelligence & Automated QA
AI-powered contact-centre quality management and conversation intelligence
AI contact-centre QA for contact centres and customer-service operations. Review customer conversations at scale, surface the moments that matter, and turn quality, compliance and coaching signals into clear action. Review every customer conversation, and know who should act.
Illustrative product viewConversation review · service call, 6 minutes
5 moments found- CustomerThat is the second time I have explained the problem.
- AgentI understand. I will have it fixed by tomorrow.
- AgentLet me confirm the next step before we finish.
- 01Required disclosurePresent
- 02Customer frustration risesSentiment
- 03Agent commits to a timeframeRisk
- 04A clear explanationCoaching
- 05No confirmation of the outcomeReview
What it changes
From a hand-reviewed sample to every conversation
Most quality programmes review a small sample of calls by hand, so what happens in the rest goes unseen. A sample tells you how a handful of calls went. The rest of them still happened.
- 01Every conversation, not a sample
Automated QA across every conversation on voice, chat, email and tickets. That is a statement about coverage: the review surfaces the moments that match your criteria, and people judge them.
- 02Your criteria, applied consistently
AI-powered quality management against the scorecard items your team uses, the compliance and risk items, sentiment changes, coaching moments and customer intent, set up with you.
- 03The moment with the evidence
Each flagged moment comes with the point in the conversation, the criterion it matched, and the context around it.
- 04Your people decide
Your reviewers look at the moments, decide what to do, and see the trend over time. Vantrel sets it up and shows your team how to read it; it does not review your calls for you.
How it works
One conversation, read the way a good reviewer would
An illustrative call. The events are the kinds of moment the review flags; the names and the scenario are invented for the example. Software finds the moments. Your people decide what they mean.
- 01ConversationA call, chat, email or ticket is captured on the channels you run.Voice · chat · email · tickets
- 02SignalThe review marks the moments that match your criteria: quality, compliance and risk, sentiment, coaching, intent.Moment detected
- 03ReviewYour QA lead, team lead or compliance person reads the moment with the evidence beside it.A person reads it
- 04ActionCoach, correct, record, escalate or change the process; the trend is read over time.Owner and next step
What it can surface
Different teams care about different moments
Across voice, chat, email and tickets: contact centre analytics software reads the conversation; your people read the moment.
- Quality criteriaThe scorecard items your team usesQuality
- Compliance and risk itemsRequired statements, commitments that should not be made, complaint indicatorsCompliance
- Sentiment changesWhere a conversation turns, during the conversationSentiment
- Coaching momentsIncluding the good onesCoaching
- Performance signalsAcross an agent's conversations, read as a trendPerformance
- Customer intentWhat people were trying to doIntent
Who uses it
Built around the people who have to act
Roles follow the usual split; the review settles yours.
- QA and team leadsQuality criterion
Score against the criterion, coach, close the loop with the agent; take the specific moment into the next one-to-one.
- Compliance and riskCompliance item
Confirm, record, and correct the process where a pattern shows.
- Team lead, then compliance where requiredRisk or complaint indicator
Follow up with the customer; log the complaint.
- OperationsPerformance signal
Read performance and intent as trends, not the single call.
- VantrelSet-up
Sets up the criteria and the channels, and helps your team with how to analyse the results.
How action flows
Setting it up, and what happens after the first results
- 01What Vantrel needs from you
The criteria your team scores against, the channels you run, and how conversations are recorded or captured today.
You provide - 02Configuration
The criteria and the channels set up; the roles that receive each kind of flag.
Vantrel sets up - 03First results
Your team reviews the first flagged moments, and Vantrel shows how to read them and adjusts the criteria with you.
Review together - 04Ongoing
Flagged moments go to the role that acts on each kind; trends are read over time; criteria change as the business changes.
Your team acts
- Where conversation data is stored
- Stored and hosted in Australia.
Retention periods, redaction and access controls are confirmed in the review for your set-up. Last reviewed 18 October 2026.
Questions
Does this replace our QA team?
No. The review finds the moments; your own team reviews them and decides what to do. Vantrel helps set up the criteria and shows your team how to read what comes back.
What share of calls can be reviewed?
Every conversation can be reviewed, rather than a sample. That is a statement about coverage, not about catching every issue: the review surfaces the moments that match your criteria, and people judge them.
Which channels?
Voice, chat, email and tickets.
Review your call quality approach
Bring what you sample today, which channels you run, and what a bad call costs you.