AI Agent Assurance: Who Checks Your AI's Customer Conversations?
How Cavefish scores every AI agent and chatbot conversation to the same standard as a human one - what the customer said, how they said it and the gap between the two - so firms can fix the script and hand the right conversations to a person under Consumer Duty.
Transcript (1 minute 13 seconds)
Every bank, insurer and utility is putting AI agents on the phones and in chat. Millions of conversations, handled in seconds.
But who checks how the customer actually felt? An AI agent doesn't hear a pause. It doesn't notice "I'll manage" when someone clearly can't.
And the rules haven't changed. Under Consumer Duty, a firm is accountable for every outcome, whether a person or a machine had the conversation.
Cavefish scores every AI conversation to the same standard as a human one: what the customer said, how they said it, and the gap between the two.
So firms can see which AI conversations left customers worse off, fix the agent's script, and hand the right calls to a person, in the moment.
As AI takes on more of customer contact, the volume grows with it. Every conversation scored is a conversation evidenced.
The Communication Risk Index. Assurance for every conversation, human or AI.