Conversation Intelligence

Every call scored. Every score explained.

Every call scored on the rubric your team is already measured against, with the transcript moment behind every number.

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100% coverage
Every conversation scored, not the sample your QA team had time for.
Evidence-linked
Each score cites the moment that earned it, so an agent can dispute it.
Your rubric
The criteria your team is already measured on, set per team.

Greeting
Met
Named himself and the company in the first sentence and offered help.
- 00:04
  Hi, you’re speaking to Jonas at Nordlys Energi.
  Agent · Jonas
Empathy
Not met
Answered a doubled bill with a general price fact, without naming the customer’s frustration.
- 00:17
  Yes, prices have gone up for everyone.
  Agent · Jonas
- 01:41
  I understand, but that’s the market.
  Agent · Jonas
Resolution
Partly met
Offered a fixed price, but never explained why the bill doubled.
- 02:30
  I can move you to a fixed rate from next month
  Agent · Jonas
Identity check
Met
Asked for the customer number before discussing the account.
- 00:17
  Do you have your account number?
  Agent · Jonas

AI-scored 14 Oct 10:48

Agent · Jonas00:04
Hi, you’re speaking to Jonas at Nordlys Energi.Greeting How can I help you?
Customer00:09
My electricity bill is twice what it was last year, and no one’s replied to my email.
Agent · Jonas00:17
Yes, prices have gone up for everyone.Empathy Do you have your account number?Identity check
Customer00:24
It’s [ACCOUNT].
Agent · Jonas01:41
I understand, but that’s the market.Empathy
Agent · Jonas02:30
I can move you to a fixed rate from next monthResolution, so you won’t get any more surprises like this.
Customer02:41
Fine, but I still want to know why the bill was so high.

Pick a criterion to see its evidence in the call.

Ask the calls. Get an answer you can check.

Ask in plain language. The answer cites the exact calls and moments behind it, across every conversation, not a sample.

Why are customers escalating price complaints this month?

Reading 214 calls…

AI answer

Most escalations follow one pattern: the customer reports a doubled bill and the agent answers with a general market explanation instead of acknowledging the bill. 1 2

Calls where the agent first names the worry escalate far less, even when the price stays the same. 3

Based on 214 calls17 Sep – 16 Oct

Sources

CL-48213Jonas Aas14 Oct
00:17“Yes, prices have gone up for everyone.”
CL-47960Mari Berg9 Oct
02:14“That’s the market rate; unfortunately, there’s nothing we can do about it.”
CL-48377Ola Hansen15 Oct
00:42“I can see why a bill like that would come as a shock. Let’s look at it together.”

Your QA team hears a handful of calls. Future Ready hears all of them.

3 of 100 calls reviewed. The other 97 were never heard.100 of 100 calls scored. 10 need coaching, and each one links to the moment that earned it.

Met
Partly met
Not met
Reviewed by a person
Not reviewed

Illustration.

Scored on the criteria you already use

Quality means something different on a retention desk than in first-line support. Future Ready scores against the criteria you already use: discovery, factual accuracy, compliance disclosure, tone and empathy, resolution, call control, or whatever your own framework calls them. Scorecards are set per team, so the sales floor and the service desk aren't forced through one lens.

Every score cites its evidence

Every criterion Future Ready scores links to the transcript moment that produced it: the sentence, the timestamp, the speaker. A coach opens the call at 00:17 and hears what actually happened. An agent who disagrees flags the score, and a person reviews it.

Nordic languages, understood properly

Conversation Intelligence transcribes on speech models we host: dedicated models for Norwegian and Swedish, and a shared multilingual model that also transcribes Danish, Finnish, Dutch, Turkish and Greek. Each conversation is scored in the language it happened in, so dialect, names and mid-sentence code-switching reach the score intact. Your recordings never go to a third-party transcription API.

Questions we get asked

Do we have to replace our telephony or contact-centre platform?

No. Future Ready is a quality layer on top of the telephony you already run. Routing, numbers and agent desktops stay as they are. We read the conversations that platform produces and score them.

How is this different from a transcription tool?

Transcription hands you text. Conversation Intelligence hands you a graded conversation: every call scored against your criteria, each score tied to the moment behind it, and the patterns across hundreds of calls surfaced without anyone having to read them.

Where is our call data stored?

Call data is stored in AWS Stockholm (eu-north-1). Conversation Intelligence transcribes on speech models we host ourselves, not a third-party API. Language models only ever see text, which is processed through AWS Bedrock and never used for training; Bedrock is called from Stockholm on a global cross-region profile, so that processing may run outside the EU. Live voice calls in AI Coaching and AI Voice Agents take a different path: they run on Retell AI, a listed sub-processor.

Can agents challenge a score they think is wrong?

Yes. Every score cites the transcript moment that produced it, and an agent can flag one for human review.

Which languages are supported?

Norwegian and Swedish run on dedicated speech models from the national libraries' AI labs. Danish, Finnish, Dutch, Turkish and Greek are transcribed too, with more on request. Every conversation is scored in its own language rather than translated into English first.