AcuityVoice: Hear the Call Before You Hire

When a bank outsources its customer calls, it hands the call center (BPO) a playbook: greet like this, read this disclosure word for word, verify every caller, never promise an instant refund. The BPO must hire and certify hundreds of agents to follow it, and today that means a trainer, one mock call and a gut feeling. The first real test is a live customer, where a skipped disclosure is a compliance failure for the client. AcuityVoice closes that gap in three steps: 1. Upload the client's playbook (.docx or .pdf). In about 15 seconds the AssemblyAI Voice Agent API finds every call type, with its call flow, auto-fail steps, policies and objections. Each call type gets three levels: practice, the hiring bar (a frustrated caller) and the certification bar (a hostile one). 2. Put the candidate on a live voice call. A Voice Agent plays the customer in real time, in character, and pushes back like real callers do. 3. Get a pass/fail verdict with evidence. Universal-3.5 Pro transcribes every word, um and pause. A playbook step counts only if the candidate's exact words for it are found in the transcript, with a timestamp. Pass/fail is computed in code from the client's bar, never guessed by a model. In the demo, the same angry caller meets two candidates: one passes with 100% of the playbook, the other fails for promising the money back "by Friday", which the playbook forbids, and the report quotes the line. Under the hood, all AssemblyAI with one API key: Voice Agent tool calls turn the playbook into scenarios and the call into a scorecard. The customer agent has no tools, so it never goes silent mid-call. Playbook keyterms feed both the live agent and Universal-3.5 Pro. In the AI demo, two Voice Agents share one line with real-time pacing, which cut cross-talk from 3.5 s to 0 s. 27 test assertions cover speech metrics, quote matching and the pass/fail bars. Try it with no mic: "Try the sample playbook", then "AI demo call". MIT licensed.