Revolutionizing call centers: 20x call coverage with AI-Powered auditing
About the case
The challenge: Manual reviews and quality blind spots
Using manual auditing to audit calls limited the coverage of the audit and made quality assurance difficult.
Quality assurance required transcription and analysis of calls.
Identifying agents and customers in recordings was challenging.
Detecting non-compliance with SOPs across calls was essential.
Manual auditing missed critical call details of customers.
Several patterns were missed due to a lack of automation.
Error-prone system for analyzing manual calls.
AI call audits: simple and impactful
Using an AI-powered pipeline, we implemented automate call audit solutions that enhanced quality by using call auditors.
Developed accurate call transcription for efficient analysis.
Implemented speaker identification to classify agents and customers.
Applied NLP to detect slang, filler words, and professionalism markers.
Combined heuristics and AI for ATSI-compliant call quality scoring.
Built an integrated platform for call playback, verification, and reporting.
The measurable impact
Boosted call center productivity and operational efficiency.
Improved call compliance; fewer misses.
Provided KPI reports for improved performance.
Refined response with AI call quality monitoring.
Achieved 100% call auditing coverage with reduced review time.
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