AI operations · Role guide
The AI call review agent: every call heard, scored and turned into coaching.
A sales manager listens to a handful of calls a week. The rest go unheard. The call review agent reads every recorded call against the rubric your manager already coaches to, links each finding to the exact passage in the transcript, and hands the manager a short list of calls worth their time. It runs as a managed AI agent, and every run is open in Suede AI Agent Studio.
What is an AI call review agent?
An AI call review agent is software that reads recorded or transcribed sales calls, scores each one against a written coaching rubric, and links every score to the passage that earned it. Suede AI builds, runs and tunes the agent for you; the sales manager reads the weekly report and decides what to coach.
- Reads
- Recorded calls and transcripts
- Produces
- Scored calls, weekly pattern report
- Hands back
- Coaching decisions, disputed scores
- KPI
- Share of calls reviewed against the rubric
What the agent does
The call review agent's working day
Pull every new recording
Collects the day's recorded calls from the phone system or dialer, with rep, date and duration attached, and skips anything outside the agreed scope.
Transcribe and label speakers
Produces a transcript with the rep and the customer separated, and marks passages where the audio is too poor to score.
Score against the rubric
Checks each criterion your manager defined, such as whether the rep confirmed the problem, answered the question asked, and agreed a next step, and quotes the passage behind every score.
Flag calls worth a listen
Surfaces the calls with a missed next step, a pricing objection left open or a compliance phrase skipped, ranked so the manager starts with the most useful ones.
Write the weekly pattern report
Summarizes what repeated across the week: the objection nobody handled, the rep whose discovery questions improved, the step the whole team skips.
The guide
How to set up AI call review, step by step
This is the order Suede follows on every call review engagement. It works the same way whether the agent runs for your own floor or for an agency's clients through a white-label agent platform.
- Step 1
Collect the rubric your manager already uses
Most teams coach to an unwritten checklist. Suede sits with the manager, listens to five to ten calls together, and writes down what they listen for and what a good answer sounds like.
- Six to ten criteria, each one observable in a transcript
- An example passage for a pass and for a miss
- A rule for calls too short or too noisy to score
- Step 2
Connect the recordings
The agent reads from the system that already stores your calls. Suede confirms where recordings land, how long they are kept, and which calls fall inside the review.
- Read-only access to recordings or transcripts
- Rep and team identifiers attached to each call
- Recording notice confirmed with your counsel for every state you call into
- Step 3
Score a calibration set by hand and by agent
The manager and the agent score the same twenty calls. Where they disagree, the rubric gets a clearer definition or a better example, and the pair score again until the agent agrees with the manager on the criteria that matter most.
- Twenty calls the manager has already heard
- Disagreements written up criterion by criterion
- Sign-off from the manager before the agent scores live calls
- Step 4
Agree the KPI and the report
One number: the share of eligible calls reviewed against the rubric each week. Suede and the manager also agree what the weekly report shows and when it arrives.
- KPI baseline taken from last month's manual reviews
- Report format and delivery day agreed
- Named owner for disputed scores
- Step 5
Go live in Agent Studio
The flow runs in Agent Studio, where each call's path is visible: fetched, transcribed, scored, flagged. Suede watches the first weeks closely and tunes the prompts and thresholds between runs.
- Run history visible to the manager
- Weekly tuning notes from Suede
- A monthly review of the rubric with the manager
Guardrails
Written down before the agent runs a single task
Every role ships with the same four lists, agreed with the person who owns the outcome today. They live in the flow itself in Agent Studio, so the rules and the runs sit side by side.
May
- Read recordings and transcripts in scope
- Score calls against the written rubric
- Send the weekly report to the named manager
Never
- Contact a customer or a rep directly
- Change a rep's pay, quota or schedule
- Score a criterion with no transcript evidence
Hands back to a person
- Every coaching conversation
- Disputed scores, with the passage attached
- Calls flagged for a possible compliance issue
Stops on
- Missing recording notice for a call
- Transcripts too poor to score
- A rubric change that has not been signed off
The one number
Calls reviewed against the rubric
- Definition
- Eligible recorded calls scored against the agreed rubric in a week, divided by all eligible recorded calls that week.
- How it is measured
- Agent Studio run history, checked against the phone system's call log every Monday.
- Read alongside
- Manager agreement rate on the weekly spot check
- Flagged calls the manager listened to
- Rubric criteria improving across the team
In practice
What a typical cycle looks like
- Monday
The weekly pattern report lands with the manager, with the five calls worth hearing first.
- Tuesday
The manager listens to the flagged calls and marks any score they disagree with.
- Wednesday
Suede reviews the disagreements and tunes the rubric definitions in Agent Studio.
- Thursday
Coaching one-on-ones use the quoted passages instead of memory.
- Friday
The agent keeps scoring the week's calls; the KPI is read from the run history.
Systems it connects to
Built on the tools you already run
The agent reads and writes through each tool's own API, with access scoped to what the guardrails allow. Each link opens the developer documentation Suede builds against.
Guides and links
Further reading for this role
- AI sales call review and coachingThe service page for call review on Suede AI SEO.
- Sales script consistencyThe companion role that checks calls against the approved script.
- Before you automate a workflowThe checklist Suede runs before any agent is built.
- Managed AI agentsHow Suede builds, runs and tunes the agents.
Who runs it
An operator's method, built by an engineer.
Before Suede, Jason Colapietro built, ran and sold call centers, where call review, lead handling, script discipline and the reporting rhythm were run by hand. The agents encode that method. He has 54 pull requests merged across 46 open-source repositories and scopes every engagement himself.
Read the founder recordQuestions buyers ask
Questions about the AI call review agent
Does the AI replace the sales manager's call reviews?
No. The agent reads every call so the manager can spend their listening time on the calls that matter. Coaching, judgement and any decision about a rep stay with the manager.
What does the agent need to start?
Read access to your call recordings or transcripts, the rubric your manager coaches to, and twenty calls the manager has already scored for calibration. Suede writes the rubric down with the manager if it only exists in their head.
How accurate is AI call scoring?
Accuracy is measured, not assumed. Before go-live the agent and the manager score the same calibration set, and the agent goes live once it agrees with the manager on the criteria that matter most. After launch a weekly spot check tracks the agreement rate.
Is it legal to analyze recorded sales calls with AI?
Call recording and notice rules vary by state and country. The agent only reads calls your existing process already records with proper notice, and your counsel confirms the notice wording before the agent goes live.
Which phone systems does it work with?
Any system that exposes recordings or transcripts through an API or an export, including Twilio, RingCentral, Aircall and the major CRMs that store call logs. Suede connects the one you already use.
Where can I see what the agent did?
Every run is in Suede AI Agent Studio: which calls it fetched, what it scored and why, and what it flagged. The manager has access for the whole engagement.
The other roles
Four more lanes from the AI operations map
Each role follows the same method: map the lane, write the guardrails, agree one KPI, then build. See how they fit together on the AI operations page.
Next step
Tell Jason where this work piles up.
Thirty minutes is enough to map the lane and agree the number it should move. You leave with a written scope, and every run is open to watch in Suede AI Agent Studio.
Slots run Monday to Friday until 6 p.m. Eastern.