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How it works

From recording to coaching, with the evidence at every step

Elevox hears the whole call, measures what only the audio shows and explains every score. This is what happens to each conversation you send.

The pipeline

Seven steps from recording to coaching

Every stage is versioned and can be re-run on past calls, so a better setting never leaves your history behind.

  1. 1

    Bring in your calls

    Connect Amazon Connect so each call arrives as it ends, or upload recordings in the app, in bulk with a manifest, or send them through the REST API from any platform.

    • Available nowNative Amazon Connect integration
    • Available nowUpload, bulk manifest and REST API
  2. 2

    Transcribe

    Speech-to-text with each speaker identified and your own vocabulary.

  3. 3

    Redact

    Card numbers and other sensitive details removed from the transcript and the audio. In PCI mode the original is erased.

  4. 4

    Measure the audio

    Silence, hold, overtalk, interruptions, talk ratio and pace, measured from the waveform.

  5. 5

    Analyse

    A summary, the contact reason, sentiment, and predicted NPS, CSAT and effort, each with its evidence.

  6. 6

    Score with evidence

    Your scorecard answered item by item with reasoning and quotes; uncertain answers routed to a reviewer.

  7. 7

    Coach and report

    Coaching notes with the moment to replay, then feedback, actions, 1-to-1s and reports that show the pattern.

Audio-native

How a call felt is in the audio

Transcript-only tools miss what was not said. Elevox measures it from the waveform.

  • Talk ratio between the agent and the customer
  • Silences and holds, and how long they lasted
  • Overtalk, when both parties speak at once
  • Interruptions, and who gave way
  • Speaking pace
  • Every measure available in scorecards, filters and reports, with thresholds your administrators set
The conversation: the waveform with silence and overtalk marked, sentiment for each party, audio measures and a transcript with card details redacted.

Explainable AI

No verdict without evidence

Every AI answer shows how it was reached, so a person can check it in seconds.

  • Every answer gives its reasoning in plain words
  • Quotes from the call, with timestamps that play the moment
  • Quotes are checked against the transcript before anyone sees them
  • Each result keeps the AI version and the scorecard version that produced it, and never changes silently
  • A confidence for each answer, which decides whether a person reviews it

Billing query · inbound · 6 min 42 s

Agent: Jordan P.

Score86%
Silence 7 sOvertalk 3 sAgent talk 48%
  • Greeted the customer and gave a namePass
  • Acknowledged the customer's feelingsPass
  • Summarised the next steps before closingPartial
Evidence02:14

“I can see why that bill came as a shock. Let's go through it together.”

The agent named the customer's frustration before explaining the charge.

Elevox AI 2026.10Confidence 0.94

Coaching note

Before closing, sum up when the refund will land: the customer asked twice.

Illustrative example

Quality-gated AI

No AI change ships without passing a test

Before a change to how the AI analyses or scores reaches your workspace, it is tested against conversations scored by people.

  • Gold sets of real conversations scored by people
  • Every change to the AI's instructions or settings is run against them
  • Agreement with people is measured, not assumed
  • Results record the AI version, so you can see what changed and when
How a change to the AI is released. A diagram, not a screen.

Ready to hear every call?

Request access and we'll arrange a demo on recordings like yours.

Request accessBook a demo