Interaction intelligence

Every conversation becomes a record. Every record makes the next conversation better.

Spine reads each call as it happens and writes down what matters: why the customer called, how they felt, what was agreed and whether every required step was followed. The same record is shared by the voice agent, the human agent’s assist panel, Auto QA and the leaders’ dashboards.

Book a demo → What we capture

spine·voice · record

4 signals · redaction on

Interaction record · call #31207live

Customer

This is the third time I’ve called about the same late fee.

intent · fee dispute · repeat contact

sentiment · frustrated, falling

Agent

I can see your two earlier calls. Let me get this settled today rather than start again.

compliance · fee reversal held for approval

prior contacts loadeddriver · late feereversal held

intent ✓ · sentiment tracked · outcome pending · compliance events 2 · shared with liveassist, auto qa, neqqo · audit:chained ✓ ·

Repeat billing contact, simulated · rendered by spine·voice

then the record reaches every agent →

SPINE · RECORD · call #31207live

event 04Intent and sentiment loggedread only, runs freeAuto · read

event 06Reverse late feepolicy check, then specialistHeld · human

✓ approved · named reviewer · audit entry signed

What the record holds

Four signals from every conversation, AI or human.

Call recordings are hard to search and notes are inconsistent. A structured record turns each conversation into facts you can count, compare and act on.

Intents

Why the customer called, including repeat contacts about the same issue. Why it matters: the drivers of contact volume become visible, so they can be removed at the source.

Sentiment

How the customer felt through the call, not only at the end. Why it matters: you see where conversations turn and which steps cause the frustration.

Outcomes

What was resolved, promised, paid or escalated. Why it matters: resolution is measured from what happened, not from a disposition code picked in a hurry.

Compliance events

Disclosures read, identity verified, consent captured and any step held by the write gate. Why it matters: compliance risk is found on the call it happened.

AI and human, one record

The record follows the customer from the AI to the person and back.

When a voice agent hands over, the specialist sees the intent, the sentiment and the verified identity already filled in. When the specialist finishes, their half of the call lands on the same record.

No repeated questionsContext from the AI turns reaches the human agent at handover. Customer effort drops at exactly the moment trust is most fragile.
Like for like reportingAI and human conversations are measured on the same signals, so you can compare them fairly and decide where each belongs.
Personal data redactedCard numbers and personal details are removed from transcripts and logs before the record is stored or shared.

spine·voice // handover · call #3120705:48_

VoiceAI → LiveAssist · Fee disputelive

handover · record sent ✓ intent, sentiment, identity

Specialist

Hi, I’m Daniel. I can see this is your third call about the fee, so let’s fix it now.

Customer

Thank you. That’s all I wanted.

From the record

Two prior calls. Fee applied after a late autopay setup.

Compliance

Identity verified ✓
Reversal needs approval

one record · audit chainedApprove reversal

Handover with shared record, simulated · rendered by spine·voice

Feeding every agent

One record, read by every agent family.

Because every product reads the same record, an insight found in one place is available everywhere else without an integration project.

01 · Customers

See the record a single call leaves behind.

In the demo we take a call, hand it over to a person and open the shared record that every agent and dashboard reads.

Book a demo → Analytics and reporting

or email hello@billgosling.ai