A Smart Call Analytics Platform with 25% Improvement in Customer Satisfaction
Convert Speech into Text with an AI-Powered Call Monitoring Platform
Client Overview
Prakash Software Solutions partnered with a global customer experience and BPO provider to enhance the monitoring and quality assessment of customer service calls. The client operates multiple call centers with thousands of agents across several countries, handling service, support, and retention calls for major telecom and retail brands.
The challenge was that their Quality Assurance (QA) team could listen to only a few calls each month, meaning that other calls were never reviewed. This resulted in issues never being handled or being discovered at a very later stage. With millions of calls happening monthly, the client needed a smart way to listen to everything, highlighting the risky calls and providing the managers with a clear insight of agent performance and customer mood.
The team of AI engineers at PSSPL built TrueInsights, a call analytics platform that could automatically listen to calls, translate audio into text, reflect the customer’s emotions, and highlight key moments. All this was automatically managed without any manager having to sit and listen to the recordings. This facilitated smooth, data-driven operations, helping QA teams focus on calls that mattered.
Industry
Customer Support
Company size
Medium
Location
USA
Project Duration
6 months
Services Provided
- AI-powered call quality monitoring
- QA and compliance insights
- Visibility into agent performance
- Transcription of calls and analyzing customer sentiment
- Secure and hybrid deployment adhering to the data privacy regulations
Technologies Used
Frontend
React 18
Backend
NestJS, Python
Database & Caching
PostgreSQL, Redis
DevOps & Infrastructure
Docker, Kubernetes
The Challenge
The client in-houses a team of more than 5,000 active agents that handle millions of customer service calls every month. The existing QA process was a major roadblock as it could not keep up with the large call volume and resulted in major blind spots.
Some of the major challenges included:
- There was very low call coverage as QA teams could manually review only 2% of the total calls. This meant that most customer pain points and problems were never addressed.
- There was a higher risk of missed issues because of the reliance on random sampling.
- Adherence to strict data privacy laws was challenging as they could not send all call recordings to a public cloud AI tool without compliance risks.
- Simply reading the text from calls wasnโt sufficient; the managers needed to understand pauses, frustrated usersโ tone, and hold time.
- Managers had to listen to long audio files to understand the user's problem, making the call review slow and hard to scale.
QA teams were originally finding problems with a flashlight in a dark room. This means they could only understand a small part of what was happening in the call review.
TrueInsights, the solution developed by PSSPL, helped them to finally see all the patterns across the call and not just a tiny sample. Moreover, manual reviews were replaced with automated reviews to help streamline call monitoring.
Our goal was to keep the existing workflow intact with a smarter way to spot challenges, train customer service agents, and scale the customer experience with data privacy.
Manish Langa
AI Practice Head, PSSPL
How PSSPL Helped
TrueInsights served as a smart listening layer across all the call centers. Instead of depending on manual call reviews, this platform automatically runs the call processing in the background and provides easy-to-use and clear insights.
With data privacy in mind, the platform design followed a hybrid approach:
- Analysis of the sensitive aspects of the call was conducted in the clientโs own secure environment.
- The less sensitive language tasks utilize external AI services under specific limitations.
For every call recording, TrueInsights converted the entire conversation into text to analyze the tone and mood of the customer as well as the agent. This helped to score the call quality and flag issues that needed managerโs attention.
Key Features Delivered
We designed TrueInsights to automate call reviews, highlight high-priority conversations, and help teams act faster. Its core capabilities include:
Complete Call Coverage
Instead of a small random call sample, TrueInsights automatically covered 100% of the call recordings. It processed the conversations and converted them into useful data to give an accurate picture of the overall performance and customer experience.
Clear View of Customer Mood and Tone
The platform doesnโt simply listen to words; it also picks up cues in the call recordings, such as long wait times, negative tone, and silence. These signals helped the QA team promptly and easily find the calls where customers might be frustrated, with a chance of leaving.
Easily Navigating Long Calls
Managers no longer needed to listen to the call from start to finish. Each call had interactive views marking the important conversations, helping managers and agents to directly click on parts of the call where user sentiment dropped, or a challenge was faced.
Insights for Agent Performance
Call quality is assessed and scored based on key behaviors such as clarity, resolution, greeting, etc. Managers can identify which agents are performing well, which ones require training, and what specific types of call are challenging.
Location and Campaign Insights
TrueInsights is a platform that also indicates variations in the call quality and user sentiments across regions, campaigns, and client accounts. This helps flag specific patterns, such as a specific region with a high level of unusual complaints or a campaign requiring new training material, etc.
Our Solutionโs Key Outcomes
High QA Coverage
From reviewing only 2% of the inbound and outbound customer support interactions, the 5,000+ agents could now provide insights into nearly 100% of the call volume. The automated call review supported by TrueInsights reduced blind spots in assessing the call quality and improved confidence.
Fast and Focused Call Review
Managers did not spend time reviewing random calls but focused on the calls flagged as important by the platform. This resulted in a 60% reduction in the per-call review time.
Strong Compliance and Data Control
The hybrid design of the platform helped ensure zero data compliance breaches, safeguarding sensitive customer information with advanced AI.
Improved Customer Experience
Within the first quarter of implementing TrueInsights, the client witnessed a 25% spike in agent response times and customer satisfaction scores.
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