AI Call Analysis and AI Customer Service Audits
Hear every call. Test every bot.
Your customers talk to your business every day, and more of those conversations now happen with a chatbot or AI agent. We use AI to analyze recorded calls at a scale no one could listen to, and we send certified shoppers to test your AI customer service the way a real customer would. Every result is checked by our team before it reaches you.
Every result is verified through our quality control process.
AI speeds up the analysis, but the calls and chats behind it come from real people, and every program is reviewed by our team.
What We Do
Every AI program can include:
AI scoring of recorded mystery calls against your criteria
AI analysis of your own customer call recordings
Mystery shops of your chatbots, virtual assistants and AI phone agents
Human review of AI results by our quality team
Trends, flagged calls and coaching points in your client portal
Choose Your Program Style
Use AI on its own, or add it to your mystery shopping programs so every call is scored.
Call Analysis
AI reviews and scores your recorded calls for the topics, behaviours and outcomes that matter to you.
AI Customer Service Audits
Certified shoppers test your chatbot or AI agent with real customer questions and record what happens.
Combined Programs
Mystery calls, AI analysis and human review together, so you can compare people and AI on the same scenarios.
Know what your customers hear, from people and from AI.
What We Analyze and Test
We work with any business that serves customers by phone, chat or AI. Programs can cover:
- Recorded mystery calls from our inquiry and quote response audits and mystery shopping programs
- Your own customer service and sales call recordings
- Website and app chatbots and live chat
- AI phone agents and virtual receptionists
- Handoffs from AI to a person, and what happens when the AI can’t answer
How Our AI Programs Work
AI lets us review every call instead of a small sample. It transcribes and scores each call against your criteria and flags the ones your managers should hear. Our team then reviews the results, so you get accurate findings, not raw AI output.
For AI customer service audits, certified shoppers use consistent scenarios to test whether your bot or agent gives correct answers, stays on brand and passes the customer to a person when it should.
Calls are recorded only where permitted by law. Recordings you share with us are handled under our privacy policy.
What We Evaluate
How an AI Program Works
Frequently Asked Questions
Let’s hear what your customers hear.
Tell us about your calls, chat and AI tools. We’ll connect with you within one business day to talk through your program and build your free quote.
See our mystery shopping programs, our quality control process or our work with franchise brands, or email us at hello@shoppersconfidential.com.