Customer disputes what the AI said — the transcript will prove it.
The IBIOS Receptionist is coming soon and is not live yet — this scenario shows how it will work. Every IBIOS call will produce a timestamped transcript and sentiment log. When a customer claims the AI promised them a price or a delivery date that does not match your records, staff will retrieve the full call record and resolve the dispute with evidence rather than argument.
How do you settle a “he said / she said” dispute about a phone call?
Picture this once the AI Receptionist launches (coming soon): a customer calls it to enquire about a bathroom installation. They believe they were quoted a lower price than their invoice shows. They are convinced the AI made a promise your business is not honouring, and they are escalating.
Without a transcript, your business has nothing. You cannot know what the AI said with certainty. You cannot know whether the customer misheard, or whether the AI produced an incorrect figure. The dispute sits unresolved because both sides are relying on memory and neither side can produce evidence.
With the IBIOS Receptionist (coming soon), the transcript will exist, be searchable, and be linked to the customer record. The answer will be quick to find, and the dispute can be settled on the facts rather than stretched across weeks of back-and-forth.
How will a disputed AI receptionist call be resolved (coming soon)?
From the moment a customer raises a dispute to the moment it is closed, with evidence.
Customer raises a dispute
Coming soon with the AI Receptionist: a customer contacts your business claiming the AI Receptionist quoted them a price that does not match their invoice, or confirmed a delivery window that was not met. They are unhappy and want an explanation.
Staff retrieve the call record
Using the IBIOS dashboard, a staff member searches for the call by customer name, phone number, or date. The call record — including the full transcript and the audio — opens on screen.
Transcript is reviewed
The transcript shows every exchange in the call, timestamped to the second. Once the AI Receptionist launches (coming soon), staff will see exactly what the AI said and exactly what the customer said. The sentiment log shows how the conversation tone shifted across the call.
Facts are established
The transcript either confirms the customer’s account or contradicts it. If the AI made an error, it is visible and the business can take responsibility and rectify. If the customer’s recollection differs from the record, the transcript provides the evidence to resolve the misunderstanding.
Dispute resolved with evidence
The customer is given a clear response backed by the transcript. The aim is to settle the dispute in a single follow-up call or email. The resolution itself is logged against the customer record.
What this will mean in practice
Every
AI Receptionist call will have a searchable, timestamped transcript (coming soon)
Searchable
call records found by customer name, phone number, date or keyword
Evidence
replaces “he said / she said” when a call is disputed
The transcript record will also protect your AI. If the AI behaved correctly and the customer’s recollection is inaccurate, you have the evidence to say so clearly and professionally. If the AI produced an unexpected response, you have the evidence to investigate, correct the knowledge base, and ensure it does not happen again.
Questions about call transcript review
How long are call transcripts retained?
Transcripts are retained according to your configured IBIOS data retention policy. Businesses with specific compliance or insurance requirements can keep them for longer. Individual records can be flagged for longer retention if a dispute or legal matter makes them relevant beyond the standard period. Deletion is controlled and audited rather than automatic.
Can transcripts be exported or shared with the customer?
Yes. Authorised staff can export a call transcript as a PDF or plain text file from the IBIOS dashboard. Sharing the transcript with a customer is at your discretion — it can be useful for resolving disputes quickly because it shows the customer exactly what was said, without interpretation. If a customer makes a Subject Access Request under UK GDPR, the transcript of any call in which they were the speaker falls within scope and can be produced.
Are transcripts searchable by keyword (for example, a specific price)?
Yes. The IBIOS transcript search allows full-text search across all recorded calls. You can search for a specific figure, a product name, a date mentioned in conversation, or any other term. Results return the matching calls ranked by date, with the matching segment highlighted in context. If a customer claims a price was quoted, you can search for that figure across all calls with that customer.
What happens if the recording quality was poor — is the transcript still accurate?
Coming soon. IBIOS will use a multi-engine speech-to-text system with a fallback chain for degraded audio. When audio quality is poor, the system will switch to a more robust engine and flag the affected transcript segments with a confidence indicator. Low-confidence segments will be marked clearly so staff know to listen to the original audio for those sections rather than rely on the transcript alone. A quality flag is always preferable to an unmarked inaccuracy.
Is the transcript admissible as evidence in a dispute?
This is a legal question that depends on the nature of the dispute and the jurisdiction. In the context of a commercial dispute between a business and a customer in the UK, a timestamped, automatically generated transcript linked to a call recording is strong contemporaneous evidence. It is not the same as a legally witnessed document. For a Consumer Ombudsman complaint or a Trading Standards enquiry, the transcript and recording together create a clear factual record that is difficult to challenge. Your legal adviser should be consulted for any matter that reaches formal proceedings.
Related features
The AI Receptionist is coming soon and is not live yet. Live today: call reports and call briefings from recordings your phone provider already makes, with customer records in the IBIOS CRM. See also the AI action audit trail. IBIOS (Integrated Business Intelligence & Operations System) is made by IBIOS Limited (NI743167), Northern Ireland. Access is by waiting list; there is no free trial.
Resolve disputes with evidence, not argument.
Coming soon: every IBIOS call will be transcribed, timestamped, and searchable. Book a walkthrough to see what is live today.