Radiant AI Call Scoring is an advanced platform that uses artificial intelligence to automatically listen to and analyze 100% of your contact center calls. It moves beyond the traditional method of manually reviewing a small 1-3% sample of calls. The system transcribes, analyzes, and scores every interaction based on your organization's unique quality, compliance, and performance standards, providing a complete and unbiased view of your operations.

The difference is transformative. While traditional QA is manual, time-consuming, and based on a tiny, often unrepresentative sample of calls, Radiant AI offers:

• Scope: 100% coverage of all calls, eliminating blind spots.
• Speed: Near real-time analysis and alerts, versus a feedback loop that can take weeks.
• Objectivity: Every call is measured against the same criteria, removing human bias and subjectivity.
• Efficiency: Your human QA experts are guided to the highest-impact calls, rather than spending hours searching for them.

No, you do not. Our platform is flexible and can work in two ways: we can analyze existing call transcripts you provide, or you can send the raw audio files directly to our AI agents. Sending audio is often preferred as it allows our AI to analyze not just the words spoken, but also the vocal tone, pitch, and silence, providing a much deeper understanding of customer sentiment and the nuances of the conversation.

Protecting your data is our highest priority. Macorva is a SOC 2 certified platform, adhering to the strictest industry standards for security, availability, and confidentiality. All call data is encrypted both in transit (using TLS 1.2 or higher) and at rest (using AES-256). We are also fully GDPR and HIPAA compliant, ensuring that your sensitive customer and operational data is always handled with the utmost care and security.

Yes, absolutely. The platform is designed to be configured to your specific business needs. You can provide us with your existing operational documents—including call scripts, quality assurance rubrics, and compliance protocols (up to 50 pages worth)—and our AI will be trained to score calls based on your definition of success.

Yes. You can create custom, real-time alerts to immediately notify the right people when a critical event occurs on a call. These alerts can be triggered by specific keywords (e.g., "cancel," "legal," "supervisor") or by AI-detected events like high customer frustration or a compliance violation. Notifications can be sent instantly to managers or QA teams via email, Slack, and Microsoft Teams so you can intervene when it matters most.

Yes. The agent scorecards are highly customizable to align with your coaching philosophy and business objectives. You have full control over:

• Which metrics are included in the scorecard.
• The weight and importance of each metric in the overall score.
• The layout and presentation of the data.
• The frequency of scorecard delivery (e.g., weekly or monthly).

Yes. A key strength of our platform is its ability to break down data silos. We can integrate call analysis data with feedback from other channels, including post-call IVR surveys, SMS and email surveys, and even data from your ticketing systems. This allows you to create a single, unified view of agent performance and the customer journey, ensuring that the automated Agent Scorecards reflect every touchpoint.

Yes. Your business has unique goals, and our platform is flexible enough to measure them. Beyond standard metrics like script adherence and sentiment, you can create custom trackers for almost anything. Examples include:

• Confirming if an agent mentioned a new marketing promotion.
• Verifying that specific empathy statements were used.
• Tracking mentions of a competitor.
• Ensuring mandatory compliance phrases were stated correctly.

Not at all. While identifying areas for improvement is a key function, the platform is equally powerful at identifying positive moments and top-performer behaviors. The AI can flag calls with exceptional customer sentiment, perfect script execution, or successful de-escalations. This provides positive, data-backed recognition for your agents and creates a library of best-practice examples that can be used in team-wide training.

Yes, we do. We are confident in the value our platform provides and are happy to run a no-obligation pilot program. This allows you to test the system using your own calls and your own business rules. You'll see firsthand how the alerts, analysis, and automated scorecards work in your environment, providing a clear picture of the ROI before making a commitment.

We make implementation straightforward. Our team handles the heavy lifting of connecting to your call center platform—our engineering team handles the integration behind the scenes, ensuring a seamless connection regardless of your current provider. We then ingest your quality and compliance documents and configure your initial scorecards and alerts to get you up and running quickly.

Yes. We use sophisticated language models that understand context and nuance far better than simple translation services. The platform is designed to support all major left-to-right languages, allowing you to maintain consistent quality assurance across global teams.