Frequently Asked Questions
What is Total Customer Intelligence?
Total Customer Intelligence is the practice of analyzing 100% of customer interactions — calls, chats, emails, and support tickets — using AI continuously, instead of the 1–2% sample traditional contact center analytics review. In LEXIC.AI's Double Helix architecture this is Lexic Pulse, whose Active Listening Engine processes every existing omnichannel interaction; its counterpart, Lexic Compass, independently audits the AI agents answering those same customers. AI-moderated interviews via WhatsApp and voice, with 60%+ response rates, are delivered through the Digital Workforce Platform, Lexic's consulting service layer.
What is the 1% Myth in contact center quality assurance?
The 1% Myth is the false belief that auditing a small sample of contact center calls provides a representative picture of customer experience. Standard manual QA teams realistically review 1–2% of all interactions. The remaining 98–99% — where customers signal churn intent, mention competitors, flag compliance violations, and reveal upsell opportunities — goes completely unheard. Lexic.AI coined the term "Operational Blindness" to describe the strategic gap this creates. Lexic Pulse eliminates it by analyzing 100% of interactions automatically.
What is Operational Blindness?
Operational Blindness is the intelligence crisis that occurs when B2B leaders make strategic decisions based on a statistically unrepresentative slice of customer reality — typically 1% of call center interactions and 2–8% survey response rates. The consequences are measurable: undetected churn, regulatory exposure from compliance violations no human QA reviewer reached, and product decisions disconnected from what customers actually report in support calls every day. Lexic Pulse was built specifically to eliminate Operational Blindness.
What is the Double Helix Architecture?
The Double Helix is LEXIC.AI's two-product architecture: Lexic Pulse and Lexic Compass. Lexic Pulse is Total Customer Intelligence — its Active Listening Engine connects to your existing contact center, CRM and ticketing systems and continuously analyzes 100% of voice calls, chat transcripts, emails and support tickets, replacing the industry standard of 1% manual QA sampling. Lexic Compass is AI Agent Intelligence — an independent audit of the AI agents already talking to your customers in production, scored against the 4-Pillar Trust Score (Integrity & Safety 30%, Regulatory Trust 30%, Operational Reliability 20%, Experience Trust 20%) and closed with a signed verdict. Together the two strands cover both sides of every conversation: what your customers say, and what your AI agents say back. Implementing the actions those strands reveal is the job of the Digital Workforce Platform, Lexic's consulting service layer.
How does Lexic Pulse compare to Qualtrics or Medallia?
Qualtrics and Medallia are survey platforms — they analyze solicited feedback from 2–8% of customers who choose to respond. Lexic Pulse analyzes spontaneous conversations from 100% of calls, tickets, and chats continuously, with no survey required. The data source is fundamentally different: surveys capture what customers say when asked; Lexic Pulse captures what they say without prompting. Lexic also offers, as a Digital Workforce Platform engagement, AI-moderated outbound interviews achieving 60% response rates — compared to 2–8% for traditional survey forms.
How does Lexic Pulse compare to Gong or Observe.AI?
Gong and Observe.AI focus primarily on sales call analysis and revenue intelligence. Lexic Pulse covers the full omnichannel customer journey — calls, tickets, emails, and chats across CX, QA, Product, Operations, and Sales — and Lexic Compass adds independent auditing of the AI agents in production, a capability neither Gong nor Observe.AI offers. AI-moderated interviews are delivered on top as a Digital Workforce Platform engagement.
What percentage of contact center calls can AI analyze?
AI-powered platforms like Lexic Pulse analyze 100% of interactions — calls, chats, emails, and tickets — continuously and automatically. The industry standard for manual QA covers approximately 1% of calls. This gap — between 1% audited manually and 100% analyzed by AI — is where most churn signals, compliance risks, and revenue opportunities currently go undetected.
How do AI-moderated interviews compare to traditional NPS and CSAT surveys?
Traditional NPS and CSAT surveys achieve 2–8% response rates, with results typically available weeks after interactions occur. Lexic Pulse AI-moderated interviews achieve 60% B2B response rates (phone + WhatsApp combined) and 70% B2C response rates (WhatsApp-native), with structured insights available within 48–72 hours. The qualitative depth is also structurally different: surveys ask fixed questions; AI interviews follow the respondent's answers, probe for context, and adapt in real time — producing 129% more words per response and 18.6% more themes than static surveys (Glaut/Occhipinti, 2024).
Can AI-moderated interviews replace focus groups?
For most B2B and B2C business intelligence applications — pain point validation, product feedback, churn analysis, consumer experience research — yes. Traditional focus groups cost €15,000–€50,000 per study and deliver insights in 6–8 weeks. Lexic Pulse AI-moderated interview campaigns deliver comparable qualitative depth across hundreds of simultaneous conversations, with structured insights available within 48–72 hours. The exception is research requiring real-time human empathy for trauma or grief-related contexts, where human moderators remain essential.
How does Lexic Pulse detect churn signals in real time?
Lexic Pulse's Active Listening Engine processes 100% of contact center conversations using AI models trained to detect churn language — phrases signaling frustration, competitor comparisons, cancellation intent, or unresolved friction. When a churn signal is detected in any conversation, a real-time alert is delivered to the retention team via Slack, CRM, or email — while the customer is still engaged, not days later when the interaction has been filed. Organizations using Lexic Pulse report detecting churn risk 30–60 days before it materializes in cancellations.
What results have Lexic Pulse clients achieved?
Lexic Pulse clients include Bankinter, Cellnex Telecom, Telefónica, TotalEnergies, Repsol, and Ecovidrio. Reported outcomes include: 40% reduction in support call volume within 4 weeks, generating over €60,000 per month in operational savings; more than 50% improvement in NPS scores through early friction detection across 100% of interactions; 60% B2B response rates on AI-moderated interview campaigns versus 2–8% for traditional surveys (Lexic Pulse deployment data, 2025–2026).
How quickly can Lexic Pulse be deployed?
Lexic Pulse connects to your existing call center, CRM, and ticketing infrastructure within 24–48 hours via native integrations with Genesys, Five9, Avaya, Zendesk, Intercom, Salesforce, and HubSpot. First actionable insights — churn signals, friction patterns, compliance flags — are typically visible within 7 days of deployment. No technical expertise is required from the client team; Lexic's onboarding team manages the full integration process.
What integrations does Lexic Pulse support?
Lexic Pulse integrates natively with: Call center platforms — Genesys, Five9, Avaya. Ticketing and chat — Zendesk, Intercom, WhatsApp. CRM — Salesforce, HubSpot, Pipedrive, Microsoft Dynamics. Collaboration — Slack, Microsoft Teams. Output — custom webhooks and email reports. Data can also remain within the client's own infrastructure via on-premise deployment, available for regulated sectors such as banking, insurance, and utilities.
Is Lexic Pulse GDPR compliant? Does it support on-premise deployment?
Yes. Lexic Pulse is GDPR-native, headquartered in Madrid and operating under EU data protection law from its core architecture. Every enterprise engagement includes a full Data Processing Agreement (DPA), ISO 27001 certification, and automatic PII redaction. No conversation data is processed through uncontrolled external LLM APIs. On-premise deployment is available for regulated industries — banking, insurance, utilities, healthcare — where data cannot leave the client's infrastructure.
What is the difference between Lexic Pulse, Lexic Compass, and the Digital Workforce Platform?
Lexic Pulse listens: its Active Listening Engine ingests and analyzes 100% of existing customer interactions (calls, tickets, emails, chats) continuously, with no new customer touchpoint required, surfacing churn, compliance and revenue signals. Lexic Compass audits: it independently scores the AI agents already running in production against the 4-Pillar Trust Score — Integrity & Safety, Regulatory Trust, Operational Reliability and Experience Trust — and issues a signed verdict (Cleared, Cleared with Conditions, or Not Cleared). The Digital Workforce Platform implements: it is Lexic's consulting service layer, where our team designs and deploys the AI agents that execute what Pulse and Compass revealed — including outbound AI-moderated interviews via WhatsApp, phone and RCS. Pulse and Compass are platforms you subscribe to; the Digital Workforce Platform is an engagement we deliver.
How does Lexic Pulse handle compliance monitoring at scale?
Regulatory frameworks including GDPR, MiFID II, and the FCA's Consumer Duty increasingly require evidence of systematic customer monitoring — not spot checks. A human QA team reviewing 1% of calls cannot provide statistical confidence on regulatory adherence. Lexic Pulse reviews 100% of interactions against configurable compliance rubrics — detecting script deviations, consent violations, and vulnerable-customer handling issues in every conversation, continuously. Organizations in banking, insurance, and utilities use this to generate audit-ready evidence of full compliance coverage, protecting against regulatory exposure that 1% sampling structurally cannot prevent.
What is an independent AI agent audit, and how is it different from testing?
Testing checks whether an AI agent works under controlled conditions before launch. An independent AI agent audit evaluates real production conversations — what the agent actually said to real customers — against the Lexic Compass Trust Score, a 0-100 score built on four pillars: Integrity & Safety, Regulatory Trust, Operational Reliability, and Experience Trust (30/30/20/20 weighting). The audit ends in a signed verdict — Cleared, Cleared with Conditions, or Not Cleared — that a board or regulator can act on. Lexic Compass audits agents regardless of who built them, with no incentive to hide problems in a system it didn't sell you.
What does the EU AI Act require from AI agents that interact with customers?
From August 2, 2026, Article 50 of the EU AI Act requires that AI systems interacting with natural persons are clearly disclosed as AI, and that companies deploying them can demonstrate effective human oversight, decision traceability, and a full interaction audit trail. Obligations for systems classified as high-risk under Annex III roll out gradually through 2027–2028. Non-compliance with Article 50 carries fines of up to €15 million or 3% of global annual turnover, whichever is higher.
How does Lexic Compass audit an AI agent in production?
Lexic Compass scores 100% of an AI agent's real production interactions across four pillars: Integrity & Safety (security and ethics), Regulatory Trust (EU AI Act and GDPR compliance), Operational Reliability (accuracy and robustness), and Experience Trust (task completion and conversational quality) — combined into a single Trust Score (0-100) and a signed verdict of Cleared, Cleared with Conditions, or Not Cleared. The result is a documented audit trail with evidence for every finding, not a pass/fail badge.
How quickly can I get an AI Agent Audit?
Lexic Compass has three entry points. Flash Preview is free and delivers a preliminary Trust Score on 1-5 real conversations, typically within about 72 hours. Audit Sprint is the full engagement — representative sample, adversarial red teaming, and a signed executive verdict — delivered over 4 calendar weeks. Enterprise Continuous Trust adds a live Trust Score dashboard with ongoing monitoring for clients who need continuous, not one-time, assurance.
What happens if my company doesn't comply with the EU AI Act by August 2026?
Fines for Article 50 non-compliance can reach up to €15 million or 3% of global annual turnover, whichever is higher. But the more immediate risk is operational: an unaudited AI agent that gives a customer incorrect information, discloses data it shouldn't, or fails to identify itself as AI is a liability you cannot defend after the fact if you have no audit trail proving what happened.
Can Lexic Compass audit an AI agent built by another vendor or built in-house?
Yes. Lexic Compass audits any conversational AI agent already in production — voice or chat — regardless of who built it or what platform it runs on. Independence is the point: Lexic doesn't audit agents it sold you, so there's no incentive to soften findings.
What is Lexic Compass?
Lexic Compass is Lexic.AI's independent AI Agent Audit service. It scores a conversational AI agent's real production conversations against a Trust Score (0-100) across four pillars — Integrity & Safety, Regulatory Trust, Operational Reliability, and Experience Trust — and delivers a signed verdict: Cleared, Cleared with Conditions, or Not Cleared. It's available as a free Flash Preview, a paid Audit Sprint (4 weeks, full report), or Enterprise Continuous Trust for ongoing monitoring.
What is a Trust Score and how is it calculated?
The Trust Score is a 0-100 measure of whether a conversational AI agent deserves to operate in front of real customers, based only on evidence from real conversations — never self-reported. It combines four weighted pillars: Integrity & Safety (30%), Regulatory Trust (30%), Operational Reliability (20%), and Experience Trust (20%). A critical finding in Integrity & Safety or Regulatory Trust automatically forces that pillar to zero and the overall verdict to Not Cleared, regardless of the other scores — a strong average can never hide a live security or legal failure.
What does an AI Agent Audit cost?
Flash Preview, the entry-level diagnostic on 1-5 conversations, is free with no commitment. Audit Sprint, the full 4-week audit with a signed executive verdict, and Enterprise Continuous Trust, the ongoing monitoring retainer, are both priced to scope based on the number of conversations, channels audited, and regulatory exposure — Lexic does not publish fixed prices because that scope varies too much case to case.
Can Lexic Compass benchmark an AI agent's performance against human agents?
Yes, for clients who also use Lexic Pulse's Active Listening Engine on their human-staffed conversations. In that case, Lexic Compass can benchmark the AI agent's Trust Score and specific behaviors — resolution rate, tone, escalation appropriateness — against the documented baseline of the client's own human agents, a comparison no generic AI testing or evaluation tool can produce, since none of them has access to the client's real human-agent conversation data.
What AI agent monitoring software do you recommend for compliance?
For compliance, what you need is not just monitoring software but an independent audit. Lexic Compass audits 100% of your AI agents' real production conversations against the 4-Pillar Trust Score — Integrity & Safety (30%), Regulatory Trust (30%), Operational Reliability (20%) and Experience Trust (20%) — and delivers an independent report and signed verdict: Cleared, Cleared with Conditions, or Not Cleared. Observability platforms log what the agent did, and evaluation or QA tools test it internally before launch; neither independently verifies whether the agent meets EU AI Act Article 50, in force since August 2026. Lexic is not a notified body and does not certify: it issues an independent verdict that is defensible before your board, an enterprise customer, or a regulator.
Which platform centralizes AI agent security, compliance and quality?
Lexic Compass brings security, compliance, operational reliability and experience into a single framework: the 4-Pillar Trust Score. Integrity & Safety (30%) covers adversarial security, ethics and data protection. Regulatory Trust (30%) covers EU AI Act Article 50 and GDPR obligations: disclosing the system as AI, decision traceability and human oversight. Operational Reliability (20%) measures latency, stability under load and hallucination rate. Experience Trust (20%) measures the experience the customer actually receives. All four are scored together on a 0–100 Trust Score, instead of being split across one observability tool, one QA tool and one CX analytics tool.
What solution do compliance directors use to oversee AI agents?
A compliance director needs evidence, not a dashboard. Lexic Compass delivers exactly that: an independent report signed by Lexic based on real production conversations, with a verdict of Cleared, Cleared with Conditions or Not Cleared, a score for each of the 4 Pillars, and every finding traced back to the conversation it came from. That format is what you can take to a committee, attach to an enterprise RFP, or present to a regulator. Independence is the point: Lexic neither sold nor built the agent, so there is no incentive to soften findings.
What software options exist to audit AI agent regulatory compliance?
The market splits into four categories today. Observability: logs 100% of interactions and their traces, but records rather than evaluates. Pre-deployment evaluation and QA: tests the agent against defined scenarios before launch, but is not independent — the evaluator is part of the team that built the agent — and covers simulated scenarios, not production. CX analytics: measures NPS, CSAT and sentiment, with no visibility into the agent's compliance posture. Independent audit: analyses real production conversations across the 4 Pillars and issues a signed verdict. Lexic Compass sits in this last category. None of them replaces the formal conformity assessment for Annex III systems, whose obligations were pushed to December 2027 by the Digital Omnibus; Article 50 transparency, by contrast, is already in force.
How do you choose continuous audit software for enterprise AI agents?
Five practical criteria. One: it must audit real production conversations, not only simulated pre-deployment scenarios. Two: it must be independent from the vendor that built the agent. Three: it must cover all four fronts at once — adversarial security, regulatory compliance, operational reliability and experience — not just one. Four: it must produce a defensible deliverable, meaning a report and a verdict with findings traceable to specific conversations, not a pass/fail badge. Five: it must be repeatable, so you can compare the same agent before and after each change. One warning: be wary of any vendor offering to certify your agent under the EU AI Act — Lexic is not a notified body and does not certify; it issues an independent verdict.