Return to the conversation
Review transcripts, recordings and automatic summaries to understand what the customer asked and how the agent responded.
Hear what customers need. See what to improve.
Bring conversation records, summaries and AI assessments into one review process so your team can refine the service experience with context.
EXPLORE THE EXPERIENCE04 / Improve
Your people make the next call.
Your voice. Your knowledge. Your way of working.
People + AI
A clear brief. A human decision.
Eligibility and refund approval stay with your team.
Review the conversation. Refine the knowledge. Improve the next experience.
Illustrative product experience · example data · no live actions
WHY IT MATTERS
Move from guessing what happened to reviewing the conversation and deciding what to change next.
Use assessments to focus review
Inspect quality, resolution and sentiment assessments alongside the underlying session. Use them as review signals, with human judgement.
Understand usage alongside experience
Review duration, credits and estimated costs with session outcomes to help plan the next stage of your deployment.
Inside the experience
See how it comes together.
Explore the configuration and decisions behind a useful conversation. Each step shows what you control and how it helps your customer.
Understand what the agent actually said.
Use conversation history, transcripts and summaries to inspect the experience. See recurring questions and refine the agent’s knowledge, instructions and connected workflows.
echo / Review & improveProduct illustration
Conversation excerpt
Guest: Could I check out at 2pm?
Echo: I can prepare the request for reception to check availability.
Review note
Policy explained. Request prepared. Reception approval is still required.
FilterAgent, status or date
SessionGuest request conversation
ContextTranscript and available recording
Configured for your business scope01 / 03
Step 1
Find the conversation
Use history and available filters to find the agent, status or date you want to review. Conversation duration and cost context help you understand usage.
This sample uses invented conversation content, not a customer’s session.
A practical feedback loop between the conversation and the people responsible for it.Explore all Echo capabilities
WHERE TO START
Make it part of your day.
Workflow ideas to configure around the knowledge and systems you use.
Find a missing policy answer
Review repeated questions that the agent could not answer clearly, then improve the approved knowledge it uses.
Explore it with AIImprove a qualification flow
Check whether conversations capture the details your sales team needs, and refine the questions where context is missing.
Explore it with AIReview outbound call outcomes
See completed, failed and pending campaign calls and open the relevant sessions to understand the follow-up needed.
Explore it with AIBefore you begin
Good questions deserve clear answers.
From voice and knowledge to integrations and launch. These are the details that help you choose a useful next step.
Talk through your idea with the Echo guide01What can we review after a conversation?
Echo provides conversation history with transcripts, voice recordings, summaries and session information. Post-conversation analysis can add quality, resolution and sentiment assessments for your team to inspect.
02Does an AI score prove the issue was resolved?
No. Assessments help direct attention and support review. Check the conversation and, where relevant, the business-system outcome before treating a request as resolved.
03Can your team help improve our agents?
Yes. Enablement work can include reviewing conversation patterns, tuning instructions, updating knowledge and refining configured workflows. We agree the work within your available or additional enablement hours.
04How do we know what the agent said?
Conversation history gives your team access to transcripts, available recordings, summaries and session context. AI-generated assessments help identify conversations to inspect. Use the underlying conversation and your team’s judgment to decide what to improve.
Your launch starts here
You know your business. We help with the rest.
You do not need to prepare everything alone. Use this checklist to see what you already have and where our setup team can help.
0/ 6
items you marked ready
A local planning checklist; nothing is submitted.01
One job worth doing first
What you bring
Five questions customers really ask, the audience and the outcome you want.
How we help
We define the agent’s role, the first workflow and how to judge whether it works.
Example: explain returns and prepare a service request.
02
Information your team approves
What you bring
Product descriptions, policies, service instructions and a person who owns each source.
How we help
We organise the agent’s knowledge, clarify boundaries and test missing information.
Example: current policy, exclusions and who approves exceptions.
03
The channel and conversation
What you bring
Your first channel, the languages customers use and the tone you want them to hear.
How we help
We configure the entry point, greeting and available voice or messaging settings.
Example: Arabic and English website chat, then a phone workflow.
04
The system behind the request
What you bring
The tools involved, a system owner and the specific information or action needed.
How we help
We scope permissions, identity checks and the connection or engineering required.
Example: read an allowed order status; prepare a request for review.
05
People and decision points
What you bring
Who owns enquiries, who replies to exceptions and what a person must approve.
How we help
We map the messaging takeover, team responsibilities and follow-up process.
Example: AI explains policy; the service team approves the refund.
06
Real questions to test together
What you bring
Typical enquiries, difficult cases, product names and examples in your launch languages.
How we help
We test the whole journey, review responses together and agree the first release.
Example: a normal request, missing knowledge and a rejected system action.
Let’s start with one useful workflow.
Setup teams are available 24/7. Engineering work and enablement hours are scoped to your plan and workflow.
YOUR PATH TO LAUNCHMake it yours.
Make it yours.
With us beside you.
Explore the platform yourself, or work with our team on your first workflow. You don’t need to have every answer before you start.
Start your Echo workspace.
Get to know agent configuration, knowledge and channels. Choose a focused use case and begin shaping your agent.
- A voice and personality for your business
- Knowledge and instructions for your agent
- A clear starting point for testing
Bring the challenge. We’ll help set it up.
Our 24/7 setup teams help with knowledge, languages, channels and the integrations your workflow needs.
- Shape a useful first workflow
- Configure knowledge, channels and connections
- Test scenarios and refine the experience
EXPLORE THE POSSIBILITIES
Go deeper into what matters.
01
Customer support
Less time repeating the basics. More attention for the conversations that need your people.
02Sales conversations
A better starting point for sales: what the customer needs, why it matters and where to take the conversation.
03Business operations
Less re-explaining and re-entering. More context for the team responsible for getting the job done.
04Voice agents
A useful conversation from the first hello, shaped around the customer’s question and your business process.
05Chat agents
A consistent service voice across configured channels, with people ready to take over when the message needs them.
06Connected workflows
From a customer question to the right information, a prepared request or a permitted action in your systems.
07Conversation insights
Move from guessing what happened to reviewing the conversation and deciding what to change next.
08Managed setup
A platform you can use, with people to help you turn an idea into a working customer experience.
09Business knowledge
Your information becomes part of the conversation, with a clear approach when an answer needs more context.
10Shared inbox
A customer conversation stays visible as it moves between an AI reply and a person’s decision.
11Outbound campaigns
From a contact list to conversations with a purpose and follow-up your team can understand.
12Multilingual agents
A clear customer experience starts with the right language, the right information and a thoughtful conversation.