100%
Full coverage
Traditional QA reviews 2–5% of calls. AI Coach covers 100% — no conversation left out.
AI Coach
AI Coach: real-time conversation intelligence
Stop auditing blind. Servicebots AI Coach uses AI models to listen to and evaluate 100% of your calls and chats — not a 2% sample. Specialized coaches surface what works, what does not, and what to do about it, with evidence and timestamps.
What is AI Coach
AI conversation auditing, across 100% of your interactions
AI Coach is the Servicebots platform that evaluates and analyzes 100% of your voice and text conversations. Instead of auditing a small sample by hand, each AI coach listens to every call and chat in its specialty with the same rubric, spots patterns, and turns them into concrete coaching, product, and strategy opportunities. It serves collections, sales, customer service, retention, and quality (QA) — for in-house operations and for BPOs handling multiple brands.
No more auditing blind: clear, reproducible criteria, evidence with timestamps, and recommendations ready to act on.
=
Bias-free objectivity
Every agent and campaign is measured by the same yardstick and rubric, with no auditor bias.
→
From data to action
It does not stop at “what happened”: it delivers “what do we do about it”, backed by quantitative evidence.
Meet the coaching team
5 specialized AI coaches: 4 interpretive (they understand the “what happened” and the “why”) and 1 for quality (measures the “was it met” with an objective score). And they combine over the same conversations.
Juan
Collections“I maximize debt recovery while always protecting the customer relationship.”
Ana
Sales“I strengthen commercial skills to drive sustainable results.”
Pedro
Customer Service“I make sure every interaction is clear, empathetic, and resolutive.”
Clara
Retention“I turn churn risks into loyalty opportunities.”
Ángela
Quality / QA“I measure objective protocol compliance with traceability.”
Interpretive vs. Quality: two different questions
Each type of coach answers something different. Together, they give you the full picture of a single conversation.
Interpretive coaches
What is happening in the conversation?
- Broad, qualitative information: behavior, emotions, customer intent, and opportunities
- The AI interprets what happens in the interaction
- Summaries, sentiment, reasons, patterns, strengths, and weaknesses
- Ideal for understanding conversation dynamics
Ángela · Quality (QA)
Were the protocols met?
- Objective, measurable information: pass / fail per criterion
- Audited against a criteria matrix (COPC standard)
- Numeric score, critical errors, and per-process breakdown
- Ideal for auditing and certifying service quality
The most powerful combination
Assign an interpretive coach + Ángela to the same conversations and get, from a single set, the “what happened” (behavior, emotions, opportunities) and the “was it met” (objective score, critical errors, per-process breakdown). Since transcription happens only once, you save credits.
Each coach, in detail
What they do, how they do it, what they evaluate, and which KPIs they boost — with an example of an actionable finding.
Juan
Collections Coach
“I maximize debt recovery while always protecting the customer relationship.”
What it does. An AI auditor specialized in debt recovery. Evaluates the effectiveness of the collection, the quality of the negotiation, and the customer experience. Identifies payment commitments, objections, emotions, and reasons for non-payment.
How it does it. Interprets the full interaction with a collections specialist’s judgment: beyond whether the process was followed, it reads the nuances — sentiment, emotions, and the agent’s soft skills. It cross-references offer type with delinquency age and amount to reveal what works for each debt profile.
What it evaluates
Payment
Proposal type · offered and accepted facilities · delinquency age · amount
Outcome
Payment agreed · partial · payment plan · will reconsider · won’t pay · follow-up
Negotiation
Argumentation · objection handling · probing · persuasion
Soft skills
Listening · emotion handling · respect · empathy · patience
KPIs it boosts
Debt recovery ratePromises to pay keptFCRProcess adherenceQA Score
Example finding
By cross-referencing offered vs. accepted facilities, Juan reveals that the “single-payment discount” is accepted in only 10% of debts over 90 days past due, while the “flexible payment plan” is accepted in 60% → action: proactively offer flexible plans on aged delinquencies.
Ana
Sales Coach
“I strengthen commercial skills to drive sustainable results.”
What it does. Evaluates commercial interactions with the mindset of a sales director: how the agent connects, uncovers needs, presents the value proposition, and guides the customer to a decision.
How it does it. Measures customer disposition, the benefits that resonate most, and the sale outcome. Its distinctive capability is competitive intelligence: it detects when a competitor is mentioned and what advantages the customer perceives — direct input for battle cards and positioning.
What it evaluates
Offer
Offer type · proposed benefits · accepted benefits
Outcome
Won · partial · qualified lead · no interest · follow-up
Competition
Mentions competition · advantages attributed to competitors
Negotiation
Argumentation · objections · probing · persuasion
KPIs it boosts
Conversion rate (lead-to-customer)Average deal sizeSales cycle lengthCross / up-sell rateForecast accuracy
Example finding
60% of calls rated “poor” on needs discovery end in “no interest”: the team falls into “feature selling” instead of “solution selling” → action: retrain on consultative selling.
Pedro
Customer Service Coach
“I make sure every interaction is clear, empathetic, and resolutive.”
What it does. Analyzes service quality, resolution effectiveness, and the impact on customer experience (CX), as a quality and experience manager would.
How it does it. Classifies the contact reason (inquiry, complaint, support) and evaluates the solution type, resolution capability, and final outcome. Measures empathy, active listening, patience, and emotion handling. Identifies recurring friction and opportunities to automate low-value tasks.
What it evaluates
Resolution
Solution type · resolution capability · outcome (resolved · partial · escalated)
Reason
Inquiry · request · complaint · grievance · technical support · clarification
Brand impact
Mentions competition · brand recognition
Soft skills
Listening · emotions · respect · empathy · patience
KPIs it boosts
First contact resolution (FCR)Transfer and recontact rateAHTCSAT · CES · NPS
Example finding
25% of calls end “transferred to another area”, almost always for a “certificate request” → action: enable web self-service to download certificates and free up agents.
Clara
Retention Coach
“I turn churn risks into loyalty opportunities.”
What it does. Operates at the most decisive moment of the lifecycle: the cancellation request. Diagnoses the root of the dissatisfaction, evaluates objection handling, and measures which tactics retain the customer.
How it does it. Works like a loyalty strategist: detects the real churn reason (poor service, poor support, competition, non-use), rules on the retention outcome, and records the offer, accepted benefits, and clarity on costs. Delivers market intelligence on why customers leave.
What it evaluates
Cancellation reason
Non-use · poor support · poor service · competition · travel · partial
Retention offer
Offer type · proposed benefits · accepted benefits
Outcome
Retained · partial · will reconsider · cancellation confirmed · follow-up
Competition
Mentions competition · attributed advantages
KPIs it boosts
Retention rate · save rateChurn rateLTV · saved MRRCSAT / NPS post-retention
Example finding
Customers retained with an “applied discount” are 50% likely to cancel again within 6 months, vs. 10% if retained with a “plan upgrade” → action: limit discounts and empower agents to offer value.
Ángela
Quality Coach (QA)
“I measure objective protocol compliance with traceability.”
What it does. Unlike the interpretive coaches, Ángela delivers a clear pass / fail. Based on the COPC standard and your company policies: she assigns a numeric score, flags critical errors, and delivers a per-process breakdown — ideal for audits, agent scoring, and regulatory compliance.
How it does it. She is built on a quality matrix tailored to you (macro → process → attribute → item), where a critical error sets the score to zero and weights sum to 100%. She combines three modes: interpretive (judges tone, empathy, clarity), similarity (compares scripts and legal disclaimers), and keyword search (verifies mandatory phrases). Each item returns pass / fail with the reason and the exact moment in the conversation.
What it evaluates
Matrix
Macro (user · business · compliance) → process → attribute → item
Evaluation modes
Interpretive · semantic similarity · keyword search
Output
Weighted score · critical errors · per-process breakdown · timestamped evidence
KPIs it boosts
QA ScoreProcess and script adherenceCritical errorsRegulatory compliance
Example finding
Each item includes the reason and the exact minute where it is grounded: evidence ready for audits and for coaching the agent, with a reproducible score month over month.
How it works, in 5 steps
From hiring a coach to actionable insights, without writing code.
- 01
Hire a coach
Choose the specialist that fits your operation (collections, sales, service, retention, or quality) and activate it with a license.
- 02
Train it on your business
Load your context — campaigns, products, scripts, policies — so it interprets conversations in your reality.
- 03
Assign conversations
Upload audio or chats; the platform transcribes, segments, and analyzes them automatically.
- 04
Review the results
See aggregate performance on the dashboard or drill down conversation by conversation.
- 05
Generate insights
Turn the detected patterns into concrete coaching, product, or strategy recommendations.
What you get with AI Coach
A complete platform to configure, analyze, and decide — without writing a single line of code.
Easy, tailored setup
Activate a specialized coach in minutes, in voice or text.
- 30–35 pre-trained criteria + up to 10 custom per coach
- A conversational assistant that creates and tunes criteria, no code
- Versioning with history, comparison, and activation
- Sandbox to validate the coach before production
Analytics that save audit hours
An interactive dashboard designed as a coaching tool, not just control.
- Summary, sentiment, performance, results, and detail views
- Combinable filters by date, agent, reason, or outcome
- Live indicators: volume, AHT, agents evaluated, trends
- Drill-down: audio synced with the transcript and highlighted criteria
Scale without limits
From pilot to full operation, without friction.
- Massive, resilient upload: up to 5,000 audio files per task
- Voice and text: automatic call transcription and chat analysis
- Multi-coach tasks: two coaches over the same conversations, saving credits
- Multi-tenant with projects by area and API — BPO-ready
Security and privacy by default
Built for banking, healthcare, telecom, and BPO.
- Configurable PII masking per coach
- Secure deletion with a signed certificate (SHA-256 hash)
- Multi-tenant isolation per organization
- End-to-end roles and permissions · API to integrate your stack
Insights
From data to decision: the coaches conclude and recommend, not just chart
AI Coach does not stop at dashboards. Each coach analyzes the results of your conversations, draws conclusions, and hands you concrete recommendations prioritized by impact — in minutes, ready to present to your leadership.
- 01
Analyzes 100%
Each coach reads every conversation in the task, not a sample.
- 02
Detects patterns and risks
Quantifies what is happening and what to watch, with evidence.
- 03
Draws conclusions
An executive summary in business language, ready to present.
- 04
Proposes improvements
Coaching, product and strategy recommendations, ranked by impact.
Available analysis focuses
- Agent performance
- Voice of the customer & topics
- Trends and evolution
- Model diagnostics
- Sales analysis
- Collections management
- Service quality
- Retention
- Regulatory compliance
Each report is generated in the background in minutes, saved and exported to PDF: from “what happened” to “what to do” without waiting for month-end.
Key capabilities
Everything you need to move from auditing a sample to understanding 100%.
- Listen to 100% of your conversations, not a sample
- 5 specialized AI coaches + custom coaches
- Voice and text: analyze calls and chats alike
- Objective, reproducible evaluation (COPC) with score, critical errors, and timestamped evidence
- From “what happened” to “what to do”: recommendations prioritized by impact
- Set it up in minutes, no code, with a conversational assistant
- Verifiable consistency with a confidence signal
- Combine two coaches over the same conversations and save credits
- Privacy by default: PII masking and secure deletion with certificate
- BPO-ready: multi-tenant, projects by area, roles, and API
Industries we transform
AI Coach adapts to operations driven by conversations.
Financial services
Control compliance, quality, and recovery with precision.
Retail and commerce
Surface opportunities and improve post-sale experiences.
Telecommunications
Reduce friction and improve resolution in contact centers.
Travel and hospitality
Ensure consistent responses across every channel.
Teams that trust AI Coach
Frequently asked questions
Does it analyze 100% of conversations or a sample?
All of them. Unlike manual QA, which reviews 2–5%, each coach evaluates every conversation in its specialty with the same rubric.
What types of conversations can AI Coach analyze?
Voice and text: calls (audio) and chats from any channel. Audio is transcribed automatically before analysis.
Do I need to code or program?
No. A conversational assistant guides you to create and tune criteria with best practices — no code required.
Can I combine several coaches?
Yes. You can assign an interpretive coach and Ángela (quality) to the same conversations and get the “what happened” and the “was it met” from a single set, saving on reprocessing.
How fast are the results delivered?
Insights are delivered in real time or minutes after the interaction ends; narrative reports are generated in the background within minutes.
How do you protect sensitive data?
With configurable PII masking per coach, secure deletion with a signed certificate, and multi-tenant isolation per organization.
Is it suitable for a BPO handling multiple brands?
Yes. It is multi-tenant, with projects by area, a role system, and a public API to integrate your CRM or call recorder.
Can I customize the evaluation criteria?
Yes. You can adjust KPIs, quality guides, and objectives by industry, and even create custom coaches on base models.
Ready to transform your conversations?
Book a demo and see how AI Coach drives results across every customer interaction.