From Lost Calls to Real-Time Voice Intelligence
The Challenge
A healthcare contact centre was manually QA-ing fewer than 3% of calls. Churn risk, compliance gaps, and coaching opportunities were invisible in the remaining 97%. Agents had no real-time guidance, and post-call analysis arrived too late to influence outcomes.
- Manual QA sampling covered under 3% of calls — compliance breaches undetected
- No real-time agent guidance — coaching happened days after calls closed
- Sentiment and intent signals buried in unanalysed recordings — churn invisible until CSAT dropped
Stack: ASR + Diarization · Real-Time Sentiment Engine · Agent Assist Workflows · CRM Integration · CCaaS / Telephony
What We Built
100% Call Coverage via AI
Deployed an AI-powered transcription and analysis layer that processes every call in real time. Sentiment shifts, intent signals, and compliance triggers are detected within 2 seconds — replacing manual QA sampling with full coverage.
Real-Time Agent Assist
Live whisper prompts surface in under 2 seconds — guiding agents on objection handling, escalation risk, and compliance disclosures while the conversation is still open. Coaching happens at the moment it can change the outcome.
Automated QA + CRM Sync
Every call auto-generates a QA scorecard, call summary, and coaching trigger — synced directly to the CRM. Leadership gets trend dashboards. QA teams stop sampling and start reviewing the cases that matter.
Results
100%
Call QA coverage automated
<2s
agent guidance latency live
25%
reduction in customer churn
Let's Talk About Your AI Roadmap
Whether you're exploring AI opportunities or ready to scale, we'll help you build a pragmatic path from ambition to enterprise-grade delivery.
✓ No sales pressure ✓ Actionable insights ✓ Response within 24 hours