From sampled QA to AI Managers.

Why sampled QA no longer works

Most quality programmes still review 1–2% of conversations. That made sense when every review needed a person. It leaves most compliance risk, coaching opportunity and customer frustration unseen.

AI Managers flip the model: every eligible conversation is reviewed automatically, and people focus on the conversations that need judgement.

What an AI Manager is

An AI Manager is a specialist that reads every conversation for one job and acts on it — scoring, flagging, answering or documenting. OrySense has five: Ory Pitch (sales), Ory Care (contact centre), Ory Guard (compliance), Ory Assist (knowledge) and Ory Read (documentation).

They share one capture pipeline and one ORY Score, so every team works from the same conversation.

Step 1 — Capture every conversation

Decide where your conversations happen: store floors, field visits, clinics, phone lines. Use the OrySense app or Ory wearables for in-person conversations and connect your dialer or PBX for calls. Upload historical recordings to set a baseline.

Step 2 — Write down your playbook

AI Managers score against your standard, so make it explicit: the steps of a good conversation, the products and offers to mention, required disclosures and the language to avoid. Start simple; you will refine it.

Step 3 — Score, flag and calibrate

Let OrySense score the first weeks of conversations. Review a set with your QA leads, compare with human judgement and adjust definitions. Configure Red SOS rules for the breaches that need immediate attention.

Step 4 — Coach from the evidence

Give managers Agentwise views and agents their own scorecards. Pick one skill per week, coach with real moments and track the change in the next weeks of conversations.

Step 5 — Measure what changed

Track ORY Score trends, SOP adherence, Red SOS volume and customer mood. Compare coached and uncoached groups, and connect behaviours to the outcomes your business cares about.