Revolutionizing call centers: 20x call coverage with AI-Powered auditing

Industry:Business Service

Category:AI Development

Revolutionizing call centers: 20x call coverage with AI-Powered auditing

About the case

A leading U.S. customer support service provider operates a high-volume call center that handles diverse customer inquiries daily. Ensuring consistent quality standards and operational efficiency was critical to delivering excellent customer experiences and maintaining client satisfaction. However, limited manual call auditing hindered their ability to achieve full coverage and optimal performance.

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.

The challenge: Manual reviews and quality blind spots

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.

AI-driven call center automation revolutionized the client’s transcription, speaker ID, and quality scoring. Resulting in higher productivity, fewer errors, and data-driven insights that improved client service quality and operational excellence. hello

Project Snapshot

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