Every interaction your team handles carries information worth keeping — the reason a customer called, what you promised, how the conversation went. Most of it is never recorded. Wingman is Spinoco's AI review layer: it looks at every interaction your team handles and turns each one into structured, usable information.

Use this guide to learn what Wingman is, how it works, and what it changes for your team.

What is Wingman?

Wingman reviews every interaction your team handles — calls, emails, chats, and messages. Behind the scenes, specialized agents work as a single pipeline. Each interaction passes through the pipeline once, and each agent adds its own layer of information.

Because Spinoco already unifies your channels in one place, Wingman has every interaction to work with from the start, with no extra data collection or setup.

Wingman is additive. It switches on by configuration on the Spinoco deployment you already run — no new phone system, no new tools, and no agent retraining. Once it's on, Wingman reviews interactions from day one, and its coverage compounds as more interactions pass through.

Tip: Wingman reviews and records your interactions. To learn how to query everything Wingman captures in plain language, see our Get started with Ask guide.

The agents

Each agent has one job. Together they produce a complete record of every interaction:

• Reviewer — Scores the interaction against your quality criteria and stores the reasoning behind the score.
• Summarizer — Writes a summary of the interaction.
• Next Action — Identifies the follow-up the interaction calls for, so nothing is missed.
• Extractor — Pulls out key entities such as names, dates, amounts, and other details from the conversation.
• Translator — Translates the interaction so your team can read it in their own language.

Tip: For a closer look at what each agent does and produces, see our Overview of the Wingman agents guide.

Coverage and depth

Wingman reviews 100% of interactions.

The depth of each review is configurable by interaction type. A one-minute reminder call doesn't need the same attention as a 30-minute claims call, so you can set how much analysis each type of interaction receives and devote attention where it matters.

Transparent by design

Every score comes with the reasoning behind it. The Reviewer agent stores why it scored an interaction the way it did, so results are explainable rather than a black box. When you review a score, you can see what led to it.

What changes for your team

Wingman runs on top of your existing workflow — same team, same channels. What changes is how much of the manual work disappears:

• Team leads get QA on 100% of interactions, each with its reasoning attached.
• Your people get notes, summaries, and next actions written for them. There's nothing to retype and no forms to fill.
• Owners and operations get compliance flags and next actions that surface on their own.
• Works across 50+ languages. Customers write in theirs; your team reads in yours.

Privacy and your data

Wingman runs on enterprise-grade and, where required, local models, so your data stays yours.
Optional private-interaction detection excludes private calls and emails entirely — no recording, no transcript, no trace. Retention is policy-driven: you control what is kept and for how long, per traffic type, channel, and jurisdiction.