T Textura

Glossary term

What is script compliance?

Script compliance is a check of how well an agent followed the prescribed conversation scenario and service standards: whether they said the mandatory phrases, asked the required questions, kept the sequence and legal wordings. It turns the subjective judgment of "did they handle the call well" into a measurable indicator.

A script is the structure of a conversation: greeting and introduction, mandatory questions and disclosures, objection handling, the offer, a proper close. Script compliance checks each conversation's transcript against this structure and records which items were completed and which were skipped — automatically and across the whole volume, not on a sample.

Manual script control doesn't scale: a supervisor can physically listen to only a small share of calls, and the assessment ends up incomplete and subjective. Automatic checking removes this limit — every conversation is scored by uniform criteria, and the results roll up into statistics by agent, team and scenario.

For a business, script compliance solves two tasks. The first is quality and training: you can see who deviates from the standard and where, and coaching is built on facts rather than impressions. The second is compliance: in regulated fields, mandatory disclosures and wordings must be said in every conversation, and their omission must be caught immediately.

Script compliance is an applied scenario of speech analytics: it's built on a transcript with diarization and is usually implemented through rules and data extraction. The same mechanism can prompt an agent or AI secretary in real time about the next mandatory step right during the conversation.

How it works in the platform

In the platform, script compliance is configured through automations and data extraction: AI rules check the transcript for the presence of mandatory steps and phrases and record the result into metrics. Deviations are visible on dashboards and can trigger alerts, and the AI secretary can prompt an agent on the next script step right in a live conversation.

Related terms

Speech analytics Speech analytics is the automatic analysis of conversations (calls and written exchanges) to extract metrics, topics, tone and other data from what was said and how the dialogue unfolded. It turns recordings into structured data you can build dashboards on and make decisions from. AI secretary An AI secretary is a voice AI agent for inbound calls that answers the call, holds a dialogue, qualifies the request and routes it to the right person. Unlike a simple answering machine, it understands speech and acts on a scenario rather than playing back fixed recordings. FCR FCR (First Call Resolution) is the share of customer requests fully resolved in a single contact, without repeat calls or transfers. The metric shows how effectively support closes issues right away rather than stretching them across several interactions.

Ready to start?

Turn every conversation into data, knowledge and action

Start by analyzing your conversations — no risk, no bots required. The platform turns your archive into data and a knowledge base, and voice agents plug in when you're ready.

Start for free All plans and per-operation prices

Free plan, no card required.