WiseSentry · AI call-quality guardian
The calls that cost you customers
don't sound angry
They sound calm, professional, even friendly — because a good agent stays calm while the customer is being let down. Sentiment scoring rates those calls positive. Your QA sample never sees them. WiseSentry reads what was actually said, and tells a manager only when your business is the problem.
The call you never hear about
This is a customer leaving.
Nobody in the business noticed.
Read it the way your phone system read it: nobody raised their voice, nobody complained, and it ended with a thank you. Now read what the customer actually said.
What your phone system scored it
Positive. Warm, courteous, no profanity, no raised voices, friendly sign-off. On a low-sentiment alert, this call is invisible. In a 2% QA sample, it is almost certainly never reviewed.
What WiseSentry did with it
Raised to the manager within minutes. A quote was promised and not sent. The customer has obtained a competing quote and stated they will likely proceed with the other supplier. Revenue at risk, no owner assigned, second contact on the same matter.
Here is the part that should worry a manager. Without this alert, nobody in that business ever learns the call happened. The quote is never sent. The customer never complains — they simply stop calling, and six months later somebody asks why revenue from that account went quiet. You cannot manage what never reaches you.
An illustrative composite, in the words these calls are actually spoken in. No real customer call is published on this site.
The evidence
One month, 2,349 calls, one Australian business
WiseSentry reviewed every recorded call for a month. Here is what it found — and what a sentiment threshold would have found instead.
Read that third number again. The calls that needed a manager scored well on sentiment. If you were watching for low scores, you would have seen almost none of them. That is the entire reason WiseSentry exists.
Figures from a 30-day review at an Australian corporate travel agency. Client not named; no call content is published.
The change
What your call review looks like, before and after
Most businesses are not choosing between WiseSentry and a competitor. They are choosing between WiseSentry and the honest reality of what they do today.
How calls get reviewed today
- A team leader listens to a handful of calls a month — one or two in every hundred
- Which calls get reviewed depends on who is free, and when
- Problems surface when the customer complains, or when they quietly leave
- A sentiment score flags the shouting, and misses the polite disasters
- Two reviewers disagree about the same call, because there is no fixed standard
- Nobody can tell you whether the same failure happened forty times last month
How they get reviewed with WiseSentry
- Every recorded call is read — 100%, not a sample
- The same standard is applied to every call, every day, without fatigue
- The manager hears about it within minutes of the call ending, not after the complaint
- Calm calls that went badly are caught on what was said, not how it sounded
- Supplier problems your team handled well are deliberately left alone
- Repeat contacts on one matter group together, so a pattern is visible as a pattern
What a manager receives
An alert you can act on in thirty seconds
Not a dashboard to check. An email, to the manager responsible, with the reason it was flagged, the full transcript, and a link to the recording.
Why this was flagged: The customer rang for the third time about an approval email that never arrived. A callback was promised on the previous call and did not happen. The booking has now been cancelled.
- Call time
- Tue 12 Aug, 10:43 am
- Direction
- Inbound
- Agent
- Sample Agent (ext 205)
- Sentiment
- 82 / 100
Why that note matters
Everyone on that call behaved well. The agent was polite and helpful. Nobody raised their voice. The score reflects the tone accurately — and completely misses that a customer has now been let down three times.
What the manager gets
- A plain-English reason, not a score
- The full conversation, separated by speaker
- A link to play the recording
- Any follow-up calls on the same matter, attached to the same alert
The dashboard
Where a manager finds out what to fix
The email tells you about one call. The dashboard tells you whether it is one call or a pattern — which is the difference between apologising to a customer and fixing the thing that keeps producing them.
The dashboard, with sample data. Every figure is calculated from your own calls.
Is this one problem or forty?
Flags cluster by category. When two thirds of a month traces to one internal process, you stop coaching individuals and go fix the process.
Proof for the conversation you're about to have
Asking for budget, or telling another department their system is losing you customers, goes better with a count and a date range behind it.
Your team only sees their own
Each department's manager sees their department. Nobody browses the whole business, and every view is logged.
Click a category or severity to filter. Any date range.
Every raised call, searchable. Sentiment shown in green scored as positive.
Open any call and you get the whole story
The same content as the email — why it was flagged, what happened, what the sentiment score says, the full transcript and a link to the recording. If the customer rang back or was transferred, those calls are attached to the same alert rather than cluttering your inbox as separate ones.
One flagged call, with its follow-up calls attached. Sample data.
Comparison
Three ways to review calls
Most businesses do the first. Some buy the second. Only the third finds a polite call that went wrong.
| Manual QA sampling | Sentiment thresholds | WiseSentry | |
|---|---|---|---|
| Calls covered | 1–2% | 100% | 100% |
| Finds a calm call that went wrong | Only if it happens to be sampled | No — scores it positive | Yes |
| Separates your fault from a supplier's | Depends on the reviewer | No | Yes, by design |
| Groups repeat calls on one matter | No | No | Yes |
| Consistency | Varies by reviewer and by day | Consistent, but wrong | Consistent |
| Cost per 1,000 calls | Hours of a team leader's week | Low | Low |
| Arrives | Weeks later, if at all | Immediately | Within minutes of the call ending |
How it works
Set it up once — then it watches your back
Reads every call
WiseSentry transcribes and reviews each recorded call from your phone system, automatically, in the background.
Judges it against your policy
A purpose-built classifier decides whether the business let the customer down — and leaves routine calls alone.
Checks its own work
A second, independent pass re-reads borderline calls to suppress false alarms before anyone is emailed.
Alerts the right manager
Each department sees only its own calls. Managers get the reason, the transcript and the recording.
The rule that keeps it credible
It only flags when you are the problem
An alerting tool that cries wolf gets filtered to a folder within a fortnight. WiseSentry raises a call only when the business caused the problem, or its response to someone else's problem was inadequate.
Flagged
- A booking error your team made and did not fix
- A promised callback that never came
- Your own system or portal failing the customer
- A customer left without help at the end of the call
- Repeat contact about the same unresolved matter
Not flagged
- A supplier or manufacturer's failure your team is already fixing
- A delayed delivery or a part on back-order, handled normally
- Weather, road closures, industrial action
- A customer venting about someone else's business
- Ordinary trade-to-trade calls between businesses
Data & sovereignty
Your customers' conversations stay in Australia
Stored and processed in Australia
Recordings, transcripts and analysis stay onshore for their whole life. Nothing is shipped offshore for processing.
No third-party AI
Call content is never sent to OpenAI, Google or Anthropic. The transcription and language models run in Australia, under our control.
Sensitive data redacted
Card numbers, dates of birth and licence numbers are removed from transcripts automatically.
Stated plainly: redaction applies to transcripts. If a card number is read aloud, it still exists in the original recording — exactly as it does in your phone system today. We would rather tell you that than let your IT team discover it.
What to expect
What a pilot actually involves
No procurement process, no rip-and-replace, and nothing to install on a desk. Here is the whole thing, honestly.
A conversation, not a pitch
Twenty minutes on what your business promises customers, and what it looks like when that promise is broken. That conversation is the configuration — the flagging policy is written from your definitions, not ours.
We read a month of your calls
Read-only access to your existing recordings. Nothing is changed on your phone system, no numbers move, and your team does nothing differently. Setup is measured in hours.
You get the findings, including the boring ones
Every call raised, with the reason and the transcript — plus what was deliberately not raised, so you can see where the line sits. If a month of your calls turns up nothing worth acting on, we will say so.
You tell us which flags were wrong
Your verdicts, call by call, tune the policy before it goes anywhere near a manager's inbox. Only then does routine alerting switch on.
What we will not tell you is a recall figure — the share of all real problems WiseSentry catches. Measuring that honestly means a human listening to a large random sample of calls it did not flag, and we have not done that yet. Any vendor quoting you one without describing that exercise is guessing.
See WiseSentry read your own calls
We will run it across a sample of your recordings and show you what it finds. If it finds nothing worth acting on, that is a useful answer too.