Proof that a real person still picks up.
Bot mystery shoppers call and chat with your support team, ask for a real person and time how long it takes. You get a Heartbeat score, a badge and the recordings behind them.
- Be first in line
- One email, when we open
- No spam
- Navigating phone menus0%
- Asking for a real personQueued
- Timing every waitQueued
- Telling humans from botsQueued
- Building the monthly rankingQueued
Robots call your support line around the clock to prove a human still answers.
California now wants large businesses to connect a customer to a human. Heartbeat Line sends voice and chat bots to ask for a real person across channels and hours, times every wait, and publishes a Heartbeat score. It is a pulse check on a company, run by things with no pulse.
- Step 01
Calls and chats, asking for a real person
Voice and chat agents work through phone menus, say ‘agent’ and wait, on every channel and at different hours of the day.
- Step 02
Times the wait and hears who picks up
Every pickup is timestamped and classed as human or bot. A person spot-checks a sample of those calls each month.
- Step 03
Scores you and keeps the evidence
A monthly Heartbeat score per channel, an embeddable badge, and an evidence log with the recordings and transcripts behind every number.
Built for CX heads at banks, credit unions, insurers and telcos.
The monthly Heartbeat audit
300 scripted calls and chats across channels and hours, with time-to-human measured for each channel.
A badge and a live score
An embeddable Heartbeat badge and score for your site, backed only by measured data.
The evidence log
Recordings, transcripts and timestamps for every attempt, kept as evidence if AB 1609 applies to you.
First up: We publish a free Heartbeat 100: how fast the 100 biggest California-facing brands connect you to a human.
The world just changed.
What changed, and where it was reported.
California signed AB 1609: large businesses must make a good-faith effort to connect a customer to a human within 15 minutes of asking, or schedule a call, and must disclose chatbots.
Governor of CaliforniaAB 1609 covers businesses with $500M+ revenue serving Californians, with fines up to $5,000 for a first violation and $10,000 after. More than 12 states regulate customer-facing chatbots or plan to.
CX NetworkNo certification or benchmark for time-to-human was found. The closest, J.D. Power’s contact-centre certification, measures satisfaction instead.
J.D. Power
One person and 3 AI agents.
The agents, all day
- Navigating phone menus
- Asking for a real person
- Timing every wait
- Telling humans from bots
- Building the monthly ranking
What a person does
A person signs off the public ranking method and the legal review of publishing names, and spot-checks a sample of human-or-bot calls every month. Call-recording consent rules get a one-time check, state by state.
Isn’t calling a company this often abuse?
We keep volumes modest, and when asked, our callers say they are a test caller. The aim is a fair measurement, not tying up your lines.
Can you get human-or-bot wrong?
Sometimes. That is why a person checks a sample of the classifications every month, and every score links to the recordings behind it.
What do you publish about my company?
Only raw measured data: how long it took to reach a human, channel by channel. No opinions and no labels. Your full evidence log stays private.
Be first through Heartbeat Line’s door.
- Be first in line
- One email, when we open
- No spam