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.
- 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.