Your compliance team decides which lines a contact center conversation must contain and which steps it must follow. Ender Turing analyzes 100% of conversations, seconds after each one ends: a script-adherence score for each required line on calls, with the matched words highlighted in the transcript; a scorecard point for each requirement on calls, chats and emails; and the conversations that match a compliance tag or topic sent to the people who act on them — immediately or in a daily digest.
Manual QA hears the 3–5% of calls a reviewer has time for. A missed recording notice or an unverified caller in the rest surfaces when a customer escalates or an auditor asks — long after the agent repeated it on other calls.
Some lines must be said as written; others only in substance. A keyword list fails the agent who paraphrased correctly, and a model's judgment alone cannot show that the exact words were said.
An alert that cannot show the rule it broke and the conversation behind it gets disputed; one that lands in a report nobody opens fixes nothing.
Standard templates for your case are installed on sign-up; the plan comparison shows which plan includes each function.
Write each line a call must contain — the recording notice, a product disclosure, the consent question, the mandatory opening — as a compliance rule. Each call gets a script-adherence score from 0% to 100% per rule (very short calls are skipped): the rule's text is aligned with the transcript, so missing or reworded words lower the score, while filler words spoken around the line do not. The matched words are highlighted in the transcript, and the Script adherence filter finds the calls where one rule, or all of them, scored below the percentage you choose.
Write each requirement as a Yes/No scorecard point — identity verified before account details, the fee explained, the next step agreed — and AutoQA scores it on every call, chat and email routed to that scorecard. Mark a point Critical and its failure fails the whole category. Each team has its own scorecard, and Enders run AutoQA on exactly the conversations their conditions select — by topic, direction, duration or language.
Tags mark the conversations whose transcript contains a listed phrase — exact match for fixed wording, flexible match when speakers rephrase — and a new tag is applied to existing transcripts in the background; the Tags filter splits matches by speaker. Topics described in plain language let generative AI flag the conversations that match, such as a promise an agent may not make, with each topic's accuracy measured against the conversations your team labeled. Discovery searches the transcripts for any phrase and jumps to the exact point it was said.
An Ender whose conditions match a compliance tag or topic — a prohibited phrase said, a promise an agent may not make — acts on those conversations: an email to compliance immediately or grouped every 1, 8 or 24 hours, with the QA scores, topics and summary; the conversation on a reviewer's to-do list; or a signed webhook, with retries, to your endpoint. Run the Ender on past conversations — up to 20,000 per run — to find the ones that matched before it existed.
In review mode each automated score sits next to the transcript, apart from your reviewers' scores, and a click on a transcript line jumps to that moment in the call's audio; every automated score traces back to the plain-text instruction AutoQA executed for that point, and AutoQA records the version that scored the conversation. Accuracy is shown per point against your reviewers' validated scores — typically 95%+ — and the improvement workflow rewrites a point's instruction from their corrections. An agent who disagrees disputes the score with a reason, and the reviewer approves, voids or partially approves it.
Personal data and payment details can be masked in transcripts, configured per language. Roles decide who opens which conversations — all, a team's or an agent's own — and compliance matches follow the same access as the call. Ender Turing is SOC 2 Type II audited, with the latest report available under NDA, and, on Enterprise, runs in your private cloud (AWS, GCP, Azure) or fully on-premise, with speech recognition inside your own environment.
Averages across our contact-center deployments — each customer's own numbers are in the case studies. Case studies →
Review queues, disputes, calibration and coaching on 100% of conversations — the loop around every compliance point.
The matching script step, disclosure or reminder on the agent's screen while the customer is still talking — a separate product, rolled out with our engineers.
Policy sales and renewals checked for the coverage, the exclusions, the cooling-off right and the consent question; claims calls scored on your own scorecard.
Software, often part of a conversation analytics platform, that checks each customer conversation against the rules a contact center must follow — the disclosures and consent lines, identity verification, the steps of a regulated process, the phrases agents may not use — and flags the conversations that broke one, with the transcript to check. Manual compliance monitoring covers the sample a reviewer can hear; automated compliance monitoring checks every conversation and leaves people to confirm the flags, coach the agent and fix the process.
Yes, all three. Ender Turing analyzes 100% of conversations, seconds after each one ends. Missing disclosures: a compliance rule per required line gives each call a script-adherence score (very short calls are skipped), and the Script adherence filter lists the calls where a line scored below your threshold; the same line written as a scorecard point is scored on calls, chats and emails. Process violations: AutoQA scores each step — identity verified before account details, the fee explained, the next step agreed — as a scorecard point on every call, chat and email routed to that scorecard, and a failed critical point fails its category. Compliance risk: tags mark the phrases agents may not use, topics flag the conversations that match a description you write, and an Ender sends the conversations that match them to compliance by email, to a reviewer's to-do list or by webhook to your endpoint, with the QA scores, topics and summary.
With two checks, chosen per requirement. A compliance rule aligns the line's text with the call transcript: missing words and rephrased fragments lower its score and filler words around it do not, so it suits wording that must be said as written, such as a recording notice or a legal disclosure. A scorecard point asks whether the requirement was met — the identity verified, the fee explained — so a correct paraphrase passes; its accuracy is shown per point against your reviewers, typically 95%+, and the improvement workflow rewrites the point's instruction from their corrections.
Both, with the check that fits each. Compliance rules score call transcripts only: chats, emails and very short calls are skipped by the matcher. AutoQA scores every call, chat and email routed to a scorecard, so a requirement that applies to chats and emails too belongs on the scorecard as a point, and Discovery searches the text of every conversation you can open.
Yes. Each team has its own scorecard, and Enders select conversations by queue, topic or direction, so a collections queue is checked for the disclosure your rules require and that the right person is on the line, a card or loan queue for consent and the fee disclosures, and a policy-sales queue for the coverage, the exclusions and the cooling-off right. Ender Turing scores how closely each line was said and whether each step was followed; what the rules require of your calls stays your compliance team's decision.
Personal data and payment details can be redacted from transcripts, configured per language. Roles decide who opens which conversations — all, a team's or an agent's own — and compliance matches follow the same access as the call. Ender Turing is SOC 2 Type II audited, with the latest report available under NDA, and, on Enterprise, runs in your private cloud (AWS, GCP, Azure) or fully on-premise, with speech recognition inside your own environment. The data security page describes the controls, including audit logs of key actions kept for a limited time; the plan comparison shows which plan includes each.
Security, hosting regions, sub-processors and response times are documented on the Data Security page; SOC 2 Type II audited, the latest report available under NDA.
Sign up and connect a platform, and the first conversations come back scored the same day on the standard templates; the plan comparison shows which plan adds your own compliance rules and scorecards.