Use to check whether what agents actually tell customers matches documented policy, across every conversation where a topic came up. Trigger for "did we give customers the wrong information about X", "are we answering this consistently", "find every instance where agents said X", "check our answers
Use to check whether what agents actually tell customers matches documented policy, across every conversation where a topic came up. Trigger for "did we give customers the wrong information about X", "are we answering this consistently", "find every instance where agents said X", "check our answers against the knowledge base", answer-consistency audits, or a complaint that hinges on what a custome