AI can be a double-edged sword – especially when it’s listening in on every word. But for companies navigating thousands of customer or employee conversations each month, turning those exchanges into measurable, meaningful insight can be a game-changer.

That’s the idea that firms like Insight7 are advancing with call evaluation platforms.

Built specifically for midsize teams across sales, support, HR, and compliance, the platform automates the transcription and analysis of calls – highlighting coaching opportunities, scoring representatives, and flagging patterns in real time.

While the technology promises to boost visibility and performance, its success, according to CEO Odun Odubanjo, hinges on thoughtful implementation.

Turning call metrics into conversation quality

“Automated call evaluation tools raise the bar for frontline teams by providing clearer visibility into behaviour and performance,” Odubanjo told People Matters Global.

“It shifts call metrics from surface-level outputs to meaningful conversation quality. Imagine managers receiving instant alerts when calls fall below quality thresholds and having standardised scorecards that ensure fair, consistent evaluations across teams.”

At the heart of the platform is a push towards quality-driven outcomes rather than volume metrics. That shift may seem small on the surface – but it can mean the difference between ticking boxes and building genuine customer rapport.

Framing matters

Still, AI doesn’t come without baggage. The notion of machines constantly monitoring conversations can easily feel like Big Brother is watching. The mood in the workplace, Odubanjo explained, depends less on the tech and more on how it’s introduced.

“The impact really depends entirely on how it’s framed and implemented. When positioned as a coaching tool – with clear communication and employee buy-in – continuous monitoring can build transparency, clarify expectations, and even remove unintentional bias during evaluations,” he said.

Without that context, it risks being seen as surveillance, leading to mistrust.”

In other words, call evaluation tools can either be fuel for development – or fodder for fear. The difference lies in culture and communication.

Balancing data and human judgment

This distinction becomes even more critical when AI-generated insights start to influence performance reviews. For some managers, data-driven dashboards are a dream. For others, the worry is that they’ll lose the human touch. Odubanjo sees no reason for either-or thinking.

“AI enhances feedback quality by giving managers objective, evidence-based insights which highlight coaching moments, skill gaps, and strengths with precision,” he said.

“The key is balance: AI brings scale and structure, while managers bring empathy and context. Together, they make performance conversations more fair, focused, and growth-oriented.”

Safeguarding conversations

The same care applies to privacy and security – particularly when handling sensitive calls in HR or compliance contexts. Odubanjo is quick to point out the enterprise-level infrastructure behind the platform.

“Privacy and security are foundational to our platform. We’re SOC2 and GDPR compliant and recently achieved HIPAA compliance, making us suitable for sensitive healthcare use cases,” he noted.

“Data is securely stored using enterprise-grade cloud infrastructure (AWS and Google Cloud), with strict access controls in place.”

It’s not just about hardening the back end, either. There’s also a philosophical approach underpinning the product.

“We also design our tools to support – not replace – human oversight, ensuring sensitive conversations are handled responsibly, with both security and accountability built in,” Odubanjo said.

Oversight and the opportunity to improve performance

This hybrid mindset – where AI does the heavy lifting and humans provide the nuance – is a running theme. It also shows up in how the platform’s feedback tools are structured.

“Empowerment starts with inclusion and transparency. Involving employees in shaping evaluation criteria and giving them access to their own dashboards builds trust and ownership,” Odubanjo said.

AI should fuel coaching, not control – highlighting growth opportunities, not just tracking behaviour.”

It’s a far cry from the fearsome top-down systems of the past. When done right, feedback can become a bridge, not a wall.

“When insights are paired with human judgment and framed around development, even frequent feedback feels like support, not surveillance,” he added.

A powerful tool for transformation

For managers used to manually reviewing call snippets or relying on hearsay, the difference is night and day. Insight7’s platform surfaces patterns and problems in real time, allowing teams to coach on the spot – rather than post-mortem.

“Our customers don’t want black-box AI making decisions for them. They want tools that help them work smarter and faster,” Odubanjo pointed out.

“Our platform delivers exactly that – AI that amplifies human intelligence rather than attempting to replace it.”

This user-first philosophy is baked into the product design. Unlike traditional call centre tools built for Fortune 500s, the platform targets firms with 10 to 150 team members – people who wear multiple hats and need flexible tools.

Creating a culture of improvement

Even with the best tools, success ultimately comes down to mindset. As Odubanjo sees it, the real opportunity isn’t just automation – it’s alignment.

“Coaching becomes personalised and teams are better aligned around clear standards, fostering a culture of continuous improvement,” he said. “This not only streamlines productivity tracking but also shifts expectations towards quality-driven outcomes.”

With customer experience becoming a key battleground across industries, getting calls right isn’t just a technical challenge – it’s a strategic one. Firms that lean into this kind of intelligence – with empathy and intention – may find themselves gaining more than just operational efficiency.

The power lies in implementation

“The difference lies in how the technology is communicated and used to empower people,” Odubanjo said.

In the end, AI call evaluation tools are like a magnifying glass: they reveal what’s already there. Use them wisely, and they sharpen your focus. Use them carelessly, and they might just set things on fire.