Frequently asked questions
How does MysteryShopper AI work?
Our AI callers pose as customers and call a business phone line your company has approved They ask about the topics you choose, then evaluate your team’s responses against your criteria
Can I choose what the callers test?
Yes Choose the scenario, questions, and what a good response should include - from product knowledge and pricing to how your team handles objections
What do I receive after each call?
Completed calls with usable transcripts can produce a transcript and scorecard, with evidence showing what went well and where to improve Recordings are available only when recording retention is approved and enabled No-answer calls show the outcome without an employee grade
Can I track performance over time?
Yes Revisit saved call reports and filter call history by scenario, location, or outcome to compare results over time Automated weekly and monthly summaries are not currently available
Will my team know it’s a test call?
The AI poses as a prospective customer and follows a realistic scenario We can’t guarantee that an employee won’t recognize a test call Any approved opening disclosure still applies
Does the caller need an account or order number?
General inquiries about pricing, availability, or services usually don’t need one Please contact us before planning an account-specific test so we can review what is supported and authorized
Can I use it across multiple locations?
Yes Set up calls to approved lines at different locations and reuse the same scenario and criteria Filter your call history by location to compare reports