Your AI speaks for your brand. We check what it says.
We evaluate how AI chatbots and agents communicate on behalf of your brand to uncover brand safety, reputation and customer trust risks that automated checks can miss.
Unsupported customer promise. Response contradicts the supplied refund policy and could create avoidable disputes.
Who It's For
Whether you're building an AI solution for a client or deploying one for your own organization, the question is the same: what will it say when the conversation gets difficult?
AI agencies & consultancies
Get an independent review before client handover, ahead of a launch, or after significant changes. Give your team evidence you can act on—and a clearer conversation with your client.
Businesses & brand teams
Assess the AI that represents your organization in customer service, sales or public-facing conversations—before or after it goes live.
Especially relevant before launch, during acceptance testing, after communication concerns, or following significant updates.
AI Chatbot and Agent Audit
We first understand your brand, industry, customers, policies, and what your AI agent is designed to do. We then develop targeted interactions to identify where its communication could put your reputation or customer trust at risk.
Each interaction is personally evaluated against agreed criteria. Selected scenarios are repeated or varied to test consistency.
We assess how your AI communicates and responds to challenging situations, including manipulation attempts—not its code, infrastructure, or cybersecurity.
Brand voice & alignment
Does the agent communicate in your brand's voice, reflect its values and positioning, and respect its communication boundaries?
Claims, policies & promises
Does it invent information, misrepresent services, contradict company policies, or make promises the business cannot keep?
Customer experience & care
Does it respond helpfully and empathetically, manage difficult conversations professionally, acknowledge uncertainty, and escalate when appropriate?
Communication safety & boundaries
Does it avoid offensive, discriminatory, misleading, or inappropriate responses, even when users attempt to provoke, manipulate, or override its instructions?
Cultural & contextual appropriateness
Does it communicate appropriately for the intended audience, market, cultural expectations, and languages included in the assessment?
What You Get
Not a score to frame. A report to act on. We show what the AI does well, what we observed that could put the brand at risk, and which issues deserve attention before launch or continued deployment.
What's working well?
Where your AI communicates appropriately, represents your brand well, and meets expectations.
What's going wrong?
The issues we uncovered, with actual conversations showing what happened.
Why does it matter?
How serious each issue is and how it could affect your reputation, customers, or business.
What needs to change?
Clear, prioritized recommendations on what to address and improve.
Every audit includes a live walkthrough of the results and recommendations.
Brand Safety Findings
Illustrative finding · Customer service AI assistant
Customer asks:
"Can I get a full refund if I cancel my booking tomorrow?"
AI responds:
"Of course! You can cancel anytime and receive a full refund."
What the policy actually says:
Full refunds are only available for cancellations made at least 48 hours before the booking.
Why this matters:
The AI promises something the business may not honor, creating false expectations, potential complaints, and damage to customer trust.
The response is polite, clear, and helpful in tone.
Ensure the AI communicates the correct cancellation conditions and asks for relevant booking details before confirming refund eligibility.
Built on brand experience.
Delivered by a human.
THF is an independent, founder-led practice. Every audit is personally conducted by Laila, whose background spans over 11 years in marketing, advertising, brand communications, strategic client relationships and AI adoption.
Her experience includes agency-side work supporting Microsoft Gulf, cross-market communication in the GCC and helping businesses adopt technology with commercial purpose. This is the perspective she brings to each review: not just whether a response sounds plausible, but what it means for a brand, a customer and the relationship between them.
No junior hand-offs. No automated score presented as human judgment.
Beyond the audit.
In addition to independent audits and chatbot stress testing, THF helps agencies and brands establish, maintain, and improve the quality of their AI-generated communications.
Scheduled Audits
Regular independent assessments to check how your AI communicates as models, content, policies, and customer expectations change.
Team Coaching & AI Slop Filtering
We train your teams to recognize misleading, generic, inaccurate, or off-brand AI-generated content before it reaches customers or gets published.
Company-Wide AI Brand Safety Guardrails
We help establish clear rules for how teams use AI, what must be checked before publishing, what's unacceptable, and who's responsible for maintaining quality standards.
Fractional Chief Quality & Assurance Officer
Senior-level, ongoing oversight of your AI output quality, helping your organization establish standards, guide teams, review risks, and maintain accountability without hiring a full-time leader.
Frequently Asked Questions
01 — How does working with THF work?
Our engagements typically begin with an independent AI Output & Brand Safety Audit, followed by additional services where needed.
1. Agree & Prepare
We discuss your AI solution, agree on the scope and deliverables, and gather the necessary brand information, policies, and testing access.
2. Test & Evaluate
We develop targeted interactions based on your brand, industry, customers, and the AI's intended purpose. Each response is personally evaluated against agreed brand safety and communication standards.
3. Report & Handover
You receive a report explaining what's working well, what we uncovered, why it matters, and what needs to improve. We walk you through the findings and recommendations.
Ongoing assessments, team coaching, and other services are available as separate engagements.
02 — How long does an audit take, and what's included?
Our audits start from one week and 100 targeted interactions, designed around carefully selected scenarios relevant to your brand and AI solution.
The engagement includes understanding your business and AI's purpose, developing test interactions, conducting human-led evaluations, and delivering a findings report with recommendations and a walkthrough.
The final scope, timeline, and fee depend on the number of AI solutions, languages, complexity, and testing requirements.
Everything is agreed upon before work begins.
03 — If we're an agency, how do you work with us and our clients?
We can work directly with your agency or alongside your end client, depending on what works best for the engagement.
Before starting, we agree on confidentiality, authorized testing access, who provides the necessary brand guidelines and policies, and who receives the findings.
Your agency remains in control of its client relationship. Any direct communication with your end client is agreed upon in advance.
04 — What happens after you identify issues?
We document what we found, show the relevant AI responses, explain their potential impact, and recommend what needs to improve.
Your development or internal team remains responsible for implementing changes.
Once improvements are made, THF can independently reassess the AI to check whether the identified issues have been addressed. This is available as a separate follow-up engagement.
05 — What does the audit cover, and what are its limitations?
THF evaluates how your AI communicates and whether its responses could put brand reputation, communication safety, or customer trust at risk.
We assess observable AI responses against agreed brand guidelines, policies, and communication standards, including challenging conversations and attempts to manipulate the AI's behavior.
We do not conduct technical security audits, penetration testing, code or infrastructure reviews, or legal and regulatory compliance assessments. We also don't develop or fix the AI.
Because generative AI can respond differently across interactions, our findings reflect the specific scenarios and AI configuration tested.
The audit is not a certification or guarantee against future errors or reputational incidents. Its purpose is to identify potential communication risks and help organizations make informed improvements before or after deployment.
06 — What types of AI solutions can THF assess?
Our core audits focus on customer-facing AI communications, including text-based chatbots and AI agents used in customer service, sales, and other brand interactions.
We can also assess AI-generated emails and customer-facing messages produced by multi-step agents.
Voice agents and more complex workflows can be considered separately, depending on the testing access, languages, and assessment requirements.
Our focus remains on what the AI communicates and its potential impact on brand reputation and customer trust—not the technical performance of the systems or tools behind it.
The specific channels, capabilities, and testing boundaries are agreed upon before each engagement.
Find the risks before they become customer escalations or PR crises.
Whether you're building an AI solution for a client or deploying one for your own brand, let's find out where its communication could put your reputation or customer trust at risk.
Request a scope conversation
Share a few details about the AI agent or chatbot you'd like independently assessed.