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Call evidence

What it said, what it did, what came of it

Every call keeps a transcript, a summary and a receipt for each action. The call page shows what was said and what was done in one place.

Request the 7-day trial

Trial: 7 days and 60 minutes, with no card. It starts at your first test call from your phone

An AI call is often a black box

  • You do not know what was said

    If you only see the outcome, you cannot tell why a caller left unhappy.

  • You do not know if it was done

    "Visit booked" does not yet mean the entry really exists in the system. You need a receipt.

  • You cannot go back to a call

    When a customer complains, you should be able to return to the call and see what was said and what was done.

How you check a call

  1. Step 1

    Open the call

    Filter the calls list by status, direction or outcome, and open a single call.

  2. Step 2

    See what happened

    The transcript with timestamps, the summary, the collected fields and the completed actions.

  3. Step 3

    Fill the knowledge

    You see the questions the assistant could not answer in the workspace and add the answer to the knowledge base.

Everything on one page

The call page answers three questions: what was said, what was done and what came of it.

  • Transcript

    Read the conversation as text, with timestamps.

  • Summary

    A few sentences show what the caller asked for and what came of it.

  • Completed actions

    Every action has a receipt: whether it was done, in which system and under which external reference. An error is shown with its reason.

  • Handoff reason and delay

    If the call went to a person, you see why. Response delay is measured separately.

A receipt is exact

A receipt never shows a better result than what really happened.

  • Connected and done are separate

    A connection to a system does not mean the task was done. Each has its own status.

  • An error shows its reason

    If an action failed, the call page shows why.

Call → Action → Evidence

One call, from a spoken request to a receipt. The example uses a fictional clinic.

  1. Call

    A caller asks for a visit

    I would like to see a doctor tomorrow

    Inbound call, duration 02:41

  2. Action

    The assistant sees the conversation through

    • Offered two free times
    • The caller chose 11:30
    • The visit was added to the visit list
    • Sent a message to the team
  3. Evidence

    What the call page shows

    Transcript
    With timestamps, assistant and caller
    Summary
    Visit booked for tomorrow at 11:30
    Action receipt
    Visit added to the visit list, done
    Duration
    02:41

ExampleDemo data: a fictional clinic and call.

Questions about call evidence

See what your assistant says

You see every call with its transcript and receipt. Shall we fit it to your business?

Request the 7-day trial

Trial: 7 days and 60 minutes, with no card. It starts at your first test call from your phone

More modules

iCall is one platform: phone lines, knowledge, actions and evidence work together