How Callround AI works
One real interview, step by step.
This is what happened to Chiamaka Eze’s interview for the Customer service agent role at Brightwater Bank. Every number below comes from the round itself.
[01]The role
Customer service agent at Brightwater Bank: 5 skills, 6 questions and 24 approved follow up questions.
One skill: Customer focus
Works out what the customer needs and acts on it, treating the customer's problem as the agent's to follow through until it is settled.
- 1Says nothing usable about the customer's needs, or talks only about the agent's own convenience or about the company in general.
- 2Says the customer should be treated well or kept happy, in general terms. No description of what the agent would do or did for a particular customer.
- 3Describes a relevant action for a customer, such as listening, apologising or giving information. The customer's real need or the follow through is not clear.
- 4Describes a specific case: what the customer needed, what the agent did to meet it, and how it ended. Follows through beyond the first reply.
- 5Everything in level 4, and shows judgement: looks past the stated request to the underlying need, weighs what the customer wants against the bank's rules, explains the choice made, and says what was learned or what would be done differently.
One question: Tell me about a time you dealt with an angry or upset customer. What happened, what did you do, and how did it end?
Its approved follow up questions
- Can you give me one specific example of that?
- How did it end for the customer?
- What did you personally do in that situation?
- Which part of that was the hardest for you?
[02]The first sentence and the agreement
Before any question, the applicant hears who is asking and agrees to three things.
Hello. I am an AI interviewer, not a person. This interview is recorded. A person at Brightwater Bank will review your answers and make the decision.
- 1The interview is led by Callround AI, and your answers are recorded.
- 2Callround AI scores your answers, and a person at Brightwater Bank makes the decision.
- 3The recording and the words of your answers are kept for the employer.
An applicant who does not agree can type their answers or ask for a person instead. No question is asked before the agreement.
[03]One answer, recorded
Question 1: Tell me about a time you dealt with an angry or upset customer. What happened, what did you do, and how did it end?
- Answered by
- Voice
- Length of the recording
- 0:32
- Sent in
- 11 pieces
- Size
- 100 KB
[04]Speech becomes text
The recording is turned into words, and every word keeps the time it was said.
One woman came to my shop very angry because we delivered her order to the wrong estate. I could see she was not just angry about the order. She had guests coming that evening. So I said sorry. Did not defend the rider. And rang him while she was standing there. He was close. So I arranged for the right bag to reach her in 40 minutes and added a small discount. My voice was getting tight. So I breathed before each sentence. After that I started checking the address with the customer by phone before dispatch. and complaints on that fell.
- Words
- 102
- How sure the recognition was
- 100%
- Words it was unsure of
- 0%
Hover over a word to see when it was said.
[05]A follow up, or not
What this answer left out, according to the interviewer: none.
No follow up question was asked for this answer.
The follow up comes from the list of questions the Brightwater Bank team approved. Callround AI never writes a question of its own.
[06]Scored three times
Callround AI scores each skill of the answer three separate times. The middle score counts.
Customer focus
Three scores: 4, 4, 4. The score that counts: 4.0.
Why: Describes a specific case where the customer's need was identified (wrong delivery), action taken (apologized, arranged correct delivery, offered discount), and how it ended (complaints reduced).
Composure under pressure
Three scores: 4, 4, 4. The score that counts: 4.0.
Why: Shows self-awareness of stress, uses breathing technique to stay calm, and implements a process to prevent future issues.
[07]Every quote checked
Each score must point to the applicant's own words. Code looks for them, word for word, in the recording.
One woman came to my shop very angry because we delivered her order to the wrong estate. I could see she was not just angry about the order. She had guests coming that evening. So I said sorry. Did not defend the rider. And rang him while she was standing there. He was close. So I arranged for the right bag to reach her in 40 minutes and added a small discount. My voice was getting tight. So I breathed before each sentence. After that I started checking the address with the customer by phone before dispatch. and complaints on that fell.
- Found in the recording at 0:00: “One woman came to my shop very angry because we delivered her order to the wrong estate.”
- Found in the recording at 0:07: “She had guests coming that evening.”
- Found in the recording at 0:16: “So I arranged for the right bag to reach her in 40 minutes and added a small discount.”
- Found in the recording at 0:21: “My voice was getting tight.”
- Found in the recording at 0:22: “So I breathed before each sentence.”
- Found in the recording at 0:25: “After that I started checking the address with the customer by phone before dispatch.”
719
quotes found in the recording, across the whole round
0
quotes not found, dropped and never shown
[08]When unsure, a person
When Callround AI is unsure, the answer goes to a person.
In this round, 1 answer was sent to a person. What can send an answer to a person:
- Callround AI scored the answer three times and the scores did not agree
- A quote could not be found in the recording, so it was dropped
- Callround AI could not point to the words behind a score
- Parts of the recording were hard to hear
- The recording is very short
- The answer speaks to the scoring system
- Callround AI could not score the answer
Doubt sends an answer to a person and never lowers a score.
[09]The overall score and the group
Chiamaka Eze: 3.9 out of 5, group Advance, place 1 of 8.
| Skill | Weight | Score | Weight times score |
|---|---|---|---|
| Customer focus | 25% | 4.0 | 0.25 × 4.0 = 1.00 |
| Problem solving | 25% | 4.0 | 0.25 × 4.0 = 1.00 |
| Accuracy and integrity | 20% | 3.7 | 0.20 × 3.7 = 0.73 |
| Composure under pressure | 15% | 4.0 | 0.15 × 4.0 = 0.60 |
| Communication | 15% | 4.0 | 0.15 × 4.0 = 0.60 |
Added up: 3.93. Overall: 3.9.
- Advance
- 3.5 or more
- Not yet
- below 2.5
- Review
- between the two, or within 0.15 of a limit, or when an answer needs a person
- The group
- Advance
- Place
- 1 of 8
[10]The summary
The summary is built from the quotes. Each sentence rests on words the applicant said.
When a customer was upset, they arranged for the right bag to reach her in 40 minutes and added a small discount.
From the recording: “So I arranged for the right bag to reach her in 40 minutes and added a small discount.”
They breathed before each sentence when their voice was getting tight.
From the recording: “So I breathed before each sentence.”
They verified her identity first and asked for the time, amount and ATM location when handling an ATM issue.
From the recording: “I would verify her identity first, then ask for the time, amount and ATM location.”
They caught a mistake on their daily check the next morning and reversed the entry.
From the recording: “I caught it on my daily check the next morning.”
They listed callers by how time sensitive their parcel was and called the urgent ones first.
From the recording: “I listed callers by how time sensitive their parcel was, called the urgent ones first with honest new times, and sent a short message to the rest.”
[11]Signals
Callround AI can point out facts a person may want to look at.
In this round, 3 signals were raised.
A signal never changes a score.
[12]A person decides
Nothing is decided until a named person decides.
- 1A named person at the employer makes the decision.
- 2That person has entered a two step code in the last ten minutes.
- 3Every answer in doubt has been reviewed by a person.
- 4For a decision about a whole group, a check sample of that group has been read and passed.
What still stands in the way in this round
- 1 answer still needs a person to review it
- 3 signals still need a person to judge them
- Check a sample of candidates before you decide on a group
8
applicants interviewed
62
answers
96
scores, each with its words
719
quotes found in the recordings
We prepared this hiring round to test Callround. The company and the applicants are test names, and their answers were written for the test and spoken by a computer voice. The run is real: every interview, transcript, follow up, score and signal here was produced by Callround.