Automated assurance
Continuously tests defined journeys and AI behaviours across voice and digital channels, flags failures, and expands regression coverage with every issue found.
ServicesAI Assurance & Human Review
AI Assurance & Human Review
Automation finds the failure.
Judgment decides whether it matters.
CXTS combines TekVision’s automated testing at scale with trained human evaluators for the interactions where context, policy, tone, and customer sensitivity exceed what a score can capture.
ASSURANCE LOOPAutomation + judgment
AUTOMATED TESTINGTest at scale
Voice, chat, and customer journeys are exercised against defined expectations.
Flagged interactions
HUMAN REVIEWApply judgment
Context, policy, tone, and customer sensitivity are evaluated by calibrated reviewers.
Evidence capturedException routedCorrective action tracked
Why human review still matters
An AI response can be factually correct and still be the wrong answer.
It can be accurate and tone-deaf to a customer in distress. Compliant with the letter of a policy and wrong on the intent. Reasonable in isolation and unacceptable given what the customer said three turns earlier.
Automated evaluation gives you scale and consistency. Human evaluation gives you judgment and accountability. A credible assurance programme needs both.
Two layers
How automated assurance and human evaluation work together.
Human evaluation
Reviews sampled and flagged interactions against defined quality, policy, brand, and risk criteria — with calibrated reviewers, documented findings, and exceptions routed to a named owner.
What the service covers
Human judgment where automated scoring reaches its limit.
AI-generated response review and scoring
Tone, empathy, context, and customer-appropriateness evaluation
Policy, brand, and business-rule alignment checks
Edge-case identification and exception escalation
Bias-risk observation under approved review criteria
Structured feedback into prompts, knowledge bases, workflows, and model improvement
Production sampling, monitoring, reporting, and corrective-action tracking
Governance evidence
Built around the frameworks your auditors will ask about.
Our review criteria, sampling methodology, escalation design, and evidence practices are structured around the NIST AI Risk Management Framework, ISO/IEC 42001, and the human-oversight requirements of EU AI Act Article 14.
We help define review criteria, maintain evidence of testing and oversight, document exceptions, and track corrective action. We do not replace your legal, compliance, or risk-accountability functions — we give them something defensible to work with.
Test + evaluate + act
Test broadly. Evaluate deeply. Act on both.
Start with an assurance assessment: identify high-risk journeys, define test and review criteria, and build a prioritized roadmap.
Request an AI assurance assessment