Automated Quality Assessment at Scale
Voice QA & Metrics
Traditional QA samples only 1-5% of calls with expensive human reviewers and inconsistent scoring.
Human Calibration
≥0.8
Correlation
Dashboards
Real-Time
Metabase
Executive Summary
What we built
Anyreach's Voice QA system uses AI to evaluate every call across dozens of metrics — from task completion to emotional responsiveness — with human-calibrated accuracy.
Why it matters
Traditional QA samples only 1-5% of calls with expensive human reviewers and inconsistent scoring. AI-powered QA assesses 100% of calls with validated accuracy and real-time dashboards.
Results
- 100% call coverage vs 1-5% sampling
- ≥0.8 correlation with human expert scores
- Real-time dashboards in Metabase
- Customizable metrics per use case
Best for
- →Enterprise voice agent deployments
- →Continuous quality improvement
- →Compliance monitoring
- →Performance benchmarking
Limitations
- Complex assessments take minutes post-call
- Human calibration required for accuracy
- Domain-specific metrics need customization
How It Works
A two-layer detection system where each covers the other's weaknesses.
Technical Performance
WER, latency, response time metrics
- Word Error Rate <10%
- Response Latency <500ms
- Processing Latency <300ms
Conversation Flow
Task completion, containment, turns
- Task Completion Rate >90%
- Containment Rate >85%
- Minimize conversation turns
User Experience
CSAT, NPS, behavioral indicators
- CSAT ≥4.5/5
- NPS ≥50
- Low hang-up and escalation rates
Reliability & Rollout
How we safely deployed to production with continuous monitoring.
Rollout Timeline
Live Monitoring
Customer Satisfaction
Post-interaction rating
≥4.5/5
Threshold: > 4.0
Task Completion Rate
Goals successfully achieved
>90%
Threshold: > 85%
Containment Rate
Handled without human
>85%
Threshold: > 80%
Safety Guardrails
Product Features
Ready for production with enterprise-grade reliability.
100% Call Assessment
AI evaluates every call, not just 1-5% sample, for complete quality visibility.
Human-Calibrated Accuracy
≥0.8 correlation with human expert scores through continuous calibration.
Real-Time Dashboards
Metabase visualizations with drill-down, filtering, and automated alerting.
Customizable Metrics
Universal metrics plus use-case-specific measures for healthcare, lead gen, service.
Turn-Taking Metrics
Precision, recall, F1, FTO (Floor Transfer Offset), TOR for conversation flow.
Safety & Compliance
PII protection, HIPAA/GDPR adherence, bias detection, accessibility tracking.
Integration Details
Runs On
Supabase storage + Metabase dashboards
Latency Budget
Real-time for most, minutes for complex
Providers
Supabase, Metabase, AVM Framework
Implementation
1-2 weeks for dashboard setup
Frequently Asked Questions
Common questions about our voicemail detection system.
Ready to see this in action?
Book a technical walkthrough with our team to see how this research applies to your use case.