Gaurav Soni
Head of Product, Metricsense
Gaurav Soni leads product for Metricsense. He has spent 13 years in product at the intersection of data, analytics and AI, starting in engineering, building APIs, data pipelines and analytics products, and moving steadily closer to the decisions leaders actually make. The thread through all of it is the same: turning messy, unstructured conversation into evidence a team can act on. At Metricsense that means reading 100% of a company's calls, reviews and tickets, and linking every finding to the exact quote.
Articles by Gaurav Soni
A confidence score is not evidence
0.94 tells you how sure a model is. It tells you nothing about what your adviser said. Only one of those survives a regulator.
The complaint call is the one nobody chose to review
QA samples are not random. They are convenient. And convenience selects against exactly the calls that carry conduct risk.
Your QA score only measures the calls you chose to hear
A 93% pass rate is a fact about a few hundred calls somebody selected. ASIC put the problem in writing in August 2025, and named the fix in the same letter.
Full coverage is less invasive than a sample, not more
What makes monitoring feel punitive is not that somebody listened. It is that somebody chose you.