Case studies Telecommunications
AI quality audit for every contact-centre call
A leading Asian telecom operator
10×increase in the scale of quality audits
5%
Increase in NPS
50%
Reduction in audit FTE
The challenge
The operator's call-centre quality audit was manual. Reviewers sat through individual calls, so only a small sample was ever checked, feedback to agents was slow, and there was little data to drive coaching decisions.
What we built
- A speech AI engine transcribes every call and detects the tone of the conversation.
- A language AI engine scores each call against the quality rubric and extracts insights for coaching.
- Both engines are integrated with the operator's internal systems and data sources.
- A dashboard ranks agent performance, tracks call-centre KPIs and recommends where to focus training.
The results
- Audit hours fell sharply while the number of audits performed rose.
- Targeted coaching improved the quality of customer care.
- Customer satisfaction improved, visible in NPS.
Related work.
40%reduction in average incident resolution time
Incident automation for 25,000 support emails a month
One of Asia's leading telecom operators
2×reduction in data infrastructure and licensing cost
An intelligent data platform for a multinational operator
A multinational telecom operator
24/7production support and uptime
24/7 managed operations for a telecom data platform
A large telecommunications company
A similar workflow in your business?
Tell us how it runs today. A strategist and an engineer will work out what agents could do with it and what that would take.