Quality assurance has always been a balancing act: you want consistent, unbiased scoring, but you also need to capture the human nuance in every conversation. Manual QA alone can’t scale—and traditional automation often misses the bigger picture.
That’s why we built Drellia’s AI-powered call scoring: automation that saves time, scales audits, and still respects context.
How Drellia’s AI Evaluates Transcripts Automatically
Drellia ingests call recordings and converts them into transcripts, where AI can instantly:
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Detect compliance statements and mandatory disclosures.
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Check adherence to scripts.
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Measure talk-to-listen ratios and other performance metrics.
Unlike human reviewers, AI never tires or misses a line—so you can score every single call, not just 5%.
Sensitivity Tuning: Strict vs. Lenient Modes
Every organization has its own standards. With Drellia, you control how precise AI should be:
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Strict mode → Perfect for compliance-heavy industries (finance, healthcare, collections).
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Lenient mode → Useful for softer metrics like tone, empathy, or conversation flow.
This ensures your QA team gets the right balance between precision and flexibility.
Predefined vs. Custom AI Questions
Out of the box, Drellia provides predefined AI questions to cover common QA criteria. But for advanced teams, you can build custom AI questions that:
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Flag brand-specific keywords or competitor mentions.
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Check for required greetings or closing statements.
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Identify prohibited phrases unique to your business.
This makes your automation truly customized to your brand’s standards.
Real-Time Feedback Without Bias or Fatigue
Human reviewers get tired, distracted, or even influenced by personal bias. AI doesn’t. With Drellia:
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Evaluations are instant and consistent across thousands of calls.
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Supervisors receive real-time insights instead of waiting days for reports.
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Agents get faster coaching feedback, directly linked to their conversations.
Editing AI-Generated Answers
AI doesn’t replace supervisors—it empowers them. In Drellia, every AI-generated evaluation can be:
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Reviewed and edited by a human.
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Annotated with coaching notes.
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Overridden if context requires judgment.
This ensures you keep human control where nuance matters most.
Why It Matters
With Drellia, QA teams no longer face the trade-off between scale and accuracy. You get both:
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100% coverage of calls, not just samples.
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Automation with context through sensitivity and custom questions.
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Human-level accuracy, without fatigue or bias.
In short: Drellia makes AI-driven call scoring scalable, reliable, and human-centric.
👉 Ready to see how AI can transform your QA process? Book a demo with Drellia and start auditing at scale. https://drellia.com/