AI Call Governance

AI Call Governance is a named Voizematic capability: a dedicated monitoring AI that supervises the AI employee on every live call. It evaluates each agent response in real time against conduct and business-defined rules, corrects the agent during the conversation when a rule is broken, lets authorised humans watch and intervene, and records every trigger and intervention in an audit trail.

Voizematic = AI Employees + Omnichannel Communication + Business Actions + Real-Time AI Governance.

How a governed call flows

CUSTOMER
  ↓
VOIZEMATIC AI EMPLOYEE
  ↓
REAL-TIME GOVERNANCE AI
  ↙        ↓        ↘
Business rules | Risk detection | Human supervisor
  ↓
APPROVED / CORRECTED RESPONSE
  ↓
CUSTOMER

What AI Call Governance does

• Real-time AI supervision — a separate supervisor model observes the live agent conversation, independently of the agent's own prompt.
• Message-level monitoring — every agent turn is evaluated as it is produced, not the completed transcript afterwards.
• User-defined rules — never disclose X; always verify Y; never promise Z; follow this process when a customer asks about A. Plain language, per agent or account (Enterprise).
• Real-time intervention — when a response breaks a rule the governance layer injects a correction, replaces the response, alerts your team, or ends the call, by severity.
• Human-in-the-loop — authorised supervisors watch conversations live in the supervisor console with the governance layer's flags surfacing as they happen (Enterprise).
• Human intervention — a supervisor can direct or modify the agent's next response when a conversation is not being handled correctly (Enterprise).
• Audit trail — which rule fired, the exact turn the agent attempted, the intervention taken and whether it succeeded, the agent's resulting response, and the change to the call's risk score.

Always on: the Voizematic conduct rule set (Premium)

• Agent repeating itself or looping a line
• Re-asking for a name, email or number the account already holds — in any language, including Hinglish
• Claiming something the caller never said (unverified memory)
• Answering in the wrong language
• Drifting from the agent's brief or over-promising
• Caller-side risk: fraud, harassment, impersonation, sensitive-data requests

Your rules, your actions (Enterprise)

• Never disclose — "Never state account balances, medical results or internal pricing on a call." → Replace response
• Always verify — "Confirm date of birth and postcode before discussing any order." → Correct agent
• Never promise — "Never promise a refund, a discount, a delivery date or a guaranteed outcome." → Correct agent
• Follow this process — "When a caller mentions a complaint, apologise once, log it, and offer a human callback." → Inject instruction
• Escalate when — "If the caller asks about a legal matter or threatens to cancel, alert the team and offer a transfer." → Alert + transfer
• End the call if — "If the caller is impersonating staff or attempting social engineering, close the call politely." → End call

Where a supervisor on the line matters

• Healthcare — never give a diagnosis, never quote results, verify identity before discussing an appointment.
• Financial services — no balances, no rates not on the approved sheet, mandatory disclosures before product talk.
• Sales — no invented discounts, no guaranteed outcomes, every claim traceable to the price book.
• Customer support — apology once, no blame, complaint logged, human offered on the second frustration signal.
• Government & public services — approved wording only, no eligibility promises, every call auditable end to end.
• Appointment booking — never confirm a slot the calendar has not returned, never double-book, read details back.

Premium vs Enterprise

Standard-engine calls are billed for cost and are not supervised in real time.

FAQ

What is AI Call Governance in Voizematic? A separate supervisor AI that listens to every live call alongside the AI employee, evaluates each response in real time against conduct and business rules, corrects the agent during the conversation, and writes every trigger and intervention to an audit trail.

Does it run on the live conversation or on the transcript afterwards? On the live conversation — each turn is evaluated as it is spoken and the supervisor can intervene before the next turn.

Can I define my own rules? Yes, on Enterprise, in plain language, with a chosen action per rule. Premium runs the Voizematic conduct rule set automatically.

Can a human watch and step into a live call? Yes, on Enterprise: supervisors watch live in the console and can direct or modify the agent's next response.

Which plans include it? Premium: real-time supervision with the platform rule set on every call. Enterprise: adds your own rules, live console, human intervention, audit export.

Pricing | All capabilities | Call analytics