This case study showcases how inoday, an award-winning digital transformation company, transformed call center quality monitoring through Generative AI. It resolved the issue of traditional call monitoring (for quality check) that resulted in enhancing the productivity of a business, so it stays ahead of the curve in this hyper-competitive age.
Service
Artificial Intelligence (AI)
Industry
Professional Services
Location
USA
INTRODUCTION
ABOUT CUSTOMER
One of the leading US-based companies in the BPO industry was managing call center service. The call center has over 200 agents to deliver exceptional customer service and enhance customer satisfaction. The company’s commitment to excellence was reflected in its quality monitoring systems, which ensure each agent maintains the highest standards of service delivery.
BUSINESS CHALLENGES
The company was using a traditional/conventional call monitoring system with 20 verification agents or supervisors who assessed the agent’s conversation according to defined parameters. Based on these parameters, agents were assigned scores. But it has a problem of inconsistent evaluation, potential human bias, limited insights, and higher cost.
SOLUTION
inoday addressed these challenges with state-of-the-art Generative AI services deployed on AWS’s infra to meet our customer’s specific challenges:
- Automated transcription for quick large-volume data analysis.
- Multi-dimensional scoring to provide more accurate and insightful evaluations.
- Real-time feedback for faster skill development of agents.
- Comprehensive reports and analytics to get insights into agent’s performance.
- Robust PII Detection automatically identifies and protects sensitive personal data and compliance.
THE RESULT
With inoday’s Generative AI services, the US-based company received significant benefits. These benefits include increased scalability and efficiency, reduction in human bias, actionable insights and cost savings. In addition, the company is now able to boost customer satisfaction. Through the implementation of Generative AI, the company has streamlined their decision-making processes and achieved improvement in operational efficiency.
CONCLUSION
The transformative results of inoday’s Generative AI implementation highlight how advanced AI technologies are revolutionizing customer service capabilities in the BPO industry. inoday has enabled the US company to get a scalable, accurate, and insightful solution that addresses critical quality monitoring challenges. The solution highlights inoday’s commitment to responsible AI implementation.