Sense is an AI-powered conversation intelligence and quality assurance software platform designed to analyse customer phone calls and support performance management, compliance monitoring, and agent development.
Sense automatically transcribes and analyses 100% of customer calls, removing the need for manual sampling or selective call reviews. Using configurable AI models, the platform evaluates conversations against defined quality metrics, compliance requirements, sentiment indicators, and behavioural criteria. This enables organisations to apply consistent quality standards across all customer interactions.
The platform is used by sales teams, customer service teams, contact centres, and regulated organisations that rely on phone-based communication. Sense supports both agent-facing and manager-facing workflows. For agents, it provides structured feedback shortly after calls complete, including call summaries, identified follow-up actions, and suggested next steps. For managers and QA teams, Sense offers detailed visibility into call performance, trends, and compliance outcomes through reporting dashboards and alerts.
Sense can be configured by call type, department, brand, and agent role, allowing different scoring frameworks to be applied to inbound sales calls, outbound calls, service enquiries, complaints, or administrative interactions. Compliance checks are defined by the organisation and reviewed automatically on every call, with clear reasoning provided for pass, fail, or partial outcomes. Behaviour and sentiment analysis help teams understand how customers respond emotionally and cognitively during conversations.
The platform integrates with phone systems and CRMs, enabling call data, summaries, and insights to fit into existing operational workflows. Reporting tools provide aggregated views of performance over time, including call volumes, durations, average scores, and trends at agent, team, department, or brand level. Alerts can be configured to notify managers of events such as low scores, repeated compliance issues, or complaint-related calls.
Sense is designed to support objective quality assurance, scalable call monitoring, and data-driven coaching without increasing manual review workload.
Key features include:
AI-based transcription and analysis of 100% of calls
Configurable QA scorecards and compliance checks
Call summaries, follow-up actions, and agent feedback
Performance reporting and trend analysis
Behaviour and sentiment insights
Integrations with phone systems and CRMs
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Sense CommunityOverview by
Gareth Arnold
