Data governance for software that reads your calls and customer feedback
Last reviewed 10 September 2026. Reviewed quarterly.
Metricsense reads your customer conversations, calls, reviews, tickets and surveys, scores them against concepts you write in plain English, and links every score to the exact moment in the source. That is all it does. We sell software that reads calls, so read this page with that in mind.
ASIC Commissioner Alan Kirkland wrote to the chief executives of Australian life companies on 18 August 2025: “Several life companies now quality assure all sales calls, instead of a small sample, by using technology such as AI-powered speech analytics.” ASIC endorses no vendor, and that includes us.
Four questions, in the order a reviewer asks them. No form. Anything longer than an answer is in the compliance pack.
Where does our data sit?
In your own sovereign cloud, in your own region and your own tenancy. Ingestion, transcription, analysis, the evidence store and the dashboards all run inside that boundary.
We also run a shared hosted platform for self-serve sign-ups. A deployed customer's calls do not go through it.
What leaves our environment, if anything?
One thing. A de-identified transcript reaches the model that scores it. PII is stripped before that happens. The audio, the original transcript, customer and adviser identities and the scores stay in your tenancy. Nothing you send trains a model anyone else can use.
The model runs on Amazon Bedrock, inside your own boundary and your own region. The provider is named in your agreement.
What does your software decide, and what do we decide?
You decide. Metricsense scores a conversation and attaches the evidence; your people decide what a score means and what, if anything, goes on a register. No output of ours is a determination: a score is a candidate issue with its source moment attached, never a finding and never a breach. We report nothing to a regulator and give no compliance opinion.
You document your process, we build the concepts from it, you validate what they produce.
What can you give me for my file?
Tell us what your review needs and we will answer it in writing, against this deployment rather than in general. Avesta Labs, who build Metricsense, hold a SOC 2 Type I attestation scoped to the company including the Metricsense platform, and the Type II observation period is under way. If you have a security questionnaire, send it in your own format.
Email us and a person answers, not a form.
