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Six calls, exactly as the product reads them.

Play a recording, then look at what came out: the transcript split into agent and customer, the QA score with the quote behind every answer, the summary and the CRM fields. Click any quote to find it in the transcript. The companies, people and numbers are fictional; the calls were voiced with text-to-speech and passed through a telephone filter.

E-commerce support · Hindi + English · 1:40 · agent Priya Nair

Delayed order with conditional refund

An e-commerce support call in Hindi and English. The customer's order is stuck and they want a refund if it misses a birthday.

What the product wrote

The customer called because their order had not arrived by the expected date and they needed it by Wednesday for their sister’s birthday. The agent escalated the courier delivery for Wednesday and said the order would be automatically cancelled with a full refund if it was not delivered by Wednesday evening; an SMS update will follow when the courier confirms the new date.

Reason: Delivery delayNegativeFollow-up needed

Follow-ups promised

agent: Escalate the order with the courier partner for Wednesday delivery.
agent: Send an SMS update when the courier confirms the new delivery date.
business: If the order is not delivered by Wednesday evening, automatically cancel it and refund 2,499 rupees to the original payment method within five to seven working days.

Transcript

Split into agent and customer turns. The agent spoke 70% of the words.

Agent

Thank you for calling ShopNest. This is Priya. How can I help you today?

Customer

हाँ, hi Priya, मेरा ऑर्डर अभी तक डिलीवर नहीं हुआ है। ऑर्डर नंबर है S N four eight two one nine. It was supposed to come on Monday.

Agent

I’m really sorry about that. I can understand how frustrating it is. Let me check this for you. One moment. Okay, मैं देख पा रही हूँ कि आपका ऑर्डर Pune warehouse में अटका हुआ है because of a courier delay. मैं इसे priority पर डाल सकती हूँ, and you should get it by Thursday.

Customer

Thursday is too late यार. मुझे ये Wednesday तक चाहिए, my sister’s birthday है. अगर Wednesday तक नहीं आया तो please cancel कर दीजिए and refund दे दीजिए.

Agent

Understood. मैं courier partner को escalate कर रही हूँ for a Wednesday delivery. अगर Wednesday शाम तक delivery नहीं होती, the order will be cancelled automatically, and the full refund of 2,499 rupees will go back to your original payment method in five to seven working days.

Customer

ठीक है, आप मुझे SMS पर update दे देंगी?

Agent

Yes, you’ll get an SMS as soon as the courier confirms the new date. Is there anything else I can help you with today?

Customer

नहीं, बस इतना ही.

Agent

Thank you. Thank you for your patience. Have a lovely day and happy birthday to your sister in advance.

Customer support QA

Scored by AI, not yet reviewed · pass mark 80%

85.5%

Passed

Opening

Did the agent greet the customer and give their name or the company name?
Yes
The agent greeted the customer and identified both the company and herself.
Did the agent verify the customer's identity before sharing or changing account details?
Not applicable
The agent only looked up the order using the order number the customer provided, which the guidance excludes from account access.

Understanding

Did the agent understand the issue by asking questions or restating it?
No
The agent did not ask a clarifying question or restate the delivery problem.
How well did the agent show empathy for the customer's situation?
4 / 5
The agent naturally acknowledged the customer’s frustration and remained considerate, though empathy was not expressed repeatedly.

Resolution

Did the agent give a clear, correct resolution or next step?
Yes
The agent gave a specific delivery escalation, an automatic cancellation condition, and a refund timeline.
Did the agent ask permission or explain before putting the customer on hold?
Yes
The agent explained that they needed a moment before checking the order.
Did the agent speak in the language the customer was comfortable with?
Yes
The agent used Hindi and English in a mixed-language style consistent with the customer.

Closing

Did the agent confirm whether there was anything else they could help with?
Yes
The agent explicitly offered further help before closing.
Did the agent close the call politely?
Yes
The agent thanked the customer and closed courteously.

Conduct

Did the agent stay professional throughout, with no rude or abusive language?Critical
Yes
The agent remained professional and used no rude, sarcastic, abusive, or argumentative language.

Extracted data

Fields from the “General Conversation” data contract. This is what pipelines send to your CRM.

Download

intent: Get a delayed order delivered by Wednesday or have it cancelled and refunded.
timeline: The customer needs delivery by Wednesday. If it is not delivered by Wednesday evening, the order will be automatically cancelled; the refund will take five to seven working days.
sentiment: Frustrated and time-sensitive, but cooperative.
key quotes: It was supposed to come on Monday. · Thursday is too late यार. · मुझे ये Wednesday तक चाहिए, my sister’s birthday है.
objections: Thursday is too late.
pain points: Order had not arrived as expected on Monday · The agent’s estimated Thursday delivery was too late
call summary: The customer called about order SN48219, which has not arrived as expected on Monday. The agent said it was delayed at the Pune warehouse because of a courier delay and escalated it for Wednesday delivery. If it is not delivered by Wednesday evening, it will be automatically cancelled and a full refund of 2,499 rupees issued to the original payment method within five to seven working days. The customer requested SMS updates.
next actions: Agent to escalate with the courier partner for Wednesday delivery. · Send the customer an SMS when the courier confirms the new date. · Automatically cancel the order if it is not delivered by Wednesday evening and refund 2,499 rupees to the original payment method within five to seven working days.
customer needs: Receive order by Wednesday for their sister’s birthday · Receive SMS updates
important entities: ShopNest · Priya · Order SN48219 · Pune warehouse · 2,499 rupees · Wednesday evening · Five to seven working days
products or services discussed: Order delivery · Courier escalation · Order cancellation · Refund

Everything above — transcript, turns, scores, evidence, summary and fields — is the unedited output of the same pipeline your calls go through. Try it on your own calls.