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Quantitative Evaluation of Voice AI Transcripts

How to measure whether your voice receptionist accurately qualifies customer intent without hallucinations or conversational friction.

The Moment team2 min read

The 4 Grading Dimensions

  1. Intent Recognition Score: Did the agent accurately map the caller's request to a valid clinical workflow?
  2. Information Completeness: Were patient name, callback number, and treatment preference gathered?
  3. Compliance Fidelity: Did the agent state the mandatory recording disclosure within the first 5 seconds?
  4. Caller Sentiment Delta: Did caller sentiment improve or remain neutral throughout the interaction?
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