User Guide to Secure Assist
Speech Assist (also called Neuron Edge, and shown on screen as Secure Assist – Quality Console) is the call assistant built into SWFH.
While you talk to a customer, it listens to the call and writes a live, word-by-word transcript.
When the call ends, it produces a summary with the call’s intent (a short category such as “Insurance enquiry”), the key points of the conversation and a checklist of action items.
It can also show an Agent Sensei analysis of the call: a compliance score, coaching feedback and the sentiment of the conversation.
Every call is kept in your Call History, so you can come back to a past call, read its transcript, follow up on its action items and tick them off as you complete them.
What’s included
Feature | What it does for you |
|---|---|
Start / End Call button | One button in the SWFH window starts and stops listening to a call. Green = ready, red = listening. |
Open Neuron Edge button | Opens the Speech Assist window at any time, for example to review earlier calls, without starting to listen. |
Call information bar | Shows the caller, call start and end times, active talk time and the call’s processing status. |
Call History | Searchable, sortable list of your calls with their intent, action item progress and status. |
Call Transcript | Live transcript with separate Customer and Agent speech bubbles. Profanity is masked automatically. |
Non-compliant words | Words your organisation lists as non-compliant are detected in the call and reported for supervisor review. |
Playwright integration | Detects the start and end of each call on your call application automatically, and brings in the call details: Caller ID, DNIS, session ID and active time. |
Intent | A short 1–3 word category for the call (for example “Insurance enquiry”), chosen from your organisation’s list of intents, for quick grouping and searching. |
Summary – Key Points | Short bullet-point summary of the conversation, which you can edit and copy. |
Action Points | Follow-up tasks from the call, with due dates where mentioned, that you can tick off as done. |
Agent Sensei analysis | Compliance score out of 100, coaching flag, category scores, text and voice sentiment, and compliance breach indicator. |
Automatic model download | The AI model that writes summaries is downloaded securely from your SWFH server, verified and kept up to date automatically. |