---
title: User Guide to Secure Assist
slug: secure-assist/user-guide-to-secure-assist
icon: ↗️
createdAt: 2026-07-02T09:31:00.954Z
---

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.                                 |