How to audit AI voice agent calls against your own SOP
A practical guide to AI voice agent QA: turn your SOP into approved rules, grade every call with evidence, calibrate with reviewers and compare releases.
· 10 min readBlog
Guides to auditing AI voice agent calls
Practical, sourced guides for compliance, QA and engineering teams running AI voice agents in US collections, insurance and healthcare.
FDCPA and Regulation F rules for AI collection calls: a call-by-call checklist
What an AI collection agent must do and avoid under the FDCPA and Regulation F, call by call, with section citations and which rules need the dial log.
· 10 min readTCPA consent for AI voice calls after the FCC's 2024 ruling: what's settled and what isn't
What consent AI voice calls need under the TCPA after FCC 24-17, where the revocation and one-to-one rules stand in 2026, and how to prove consent per call.
· 10 min readWhy a voice agent release that passes its tests can still break a rule
Voice agent regression testing beyond simulated suites: tag every call with its release, then compare each rule's miss rate between versions on live calls.
· 10 min readGrading calls with your own LLM judge, and what an examiner will ask
An LLM as a judge for call QA works well for triage and trends. Here's where it falls short when a compliance examiner or a client auditor starts asking.
· 9 min readHIPAA and AI voice agents in patient access: a call-level checklist
What HIPAA requires of an AI voice agent on patient calls, and what is only good practice: verification, family, voicemail, BAAs, TCPA and state debt laws.
· 10 min readAI voice agents on insurance claims calls: what the agent must get right
What an AI voice agent must get right on insurance claims calls: caller checks, no promised outcomes, FNOL deadlines, appeal rights, recording and NAIC rules.
· 10 min readHow to measure what an AI voice agent release earned
Measure AI voice agent ROI in collections from payment records: attribution windows, like-for-like matching, confidence ranges and a fair human comparison.
· 8 min read