AI-Powered Call Auditing (QA)
Audits 100% of customer interactions with objective AI scoring and instant agent feedback, replacing 1-2% manual sampling.
Solution Overview
The Challenge
Quality assurance teams manually review 1-2% of customer interactions, so the other 98% goes unexamined, including the calls where compliance was breached, a sale was lost or a customer decided to leave.
- 1Only 1-2% of interactions reviewed, leaving systemic issues invisible
- 2Subjective, auditor-dependent scoring that agents dispute and managers distrust
- 3Feedback delayed by days or weeks, long after the coachable moment
Our Approach
CloudGate transcribes and analyzes 100% of voice and digital interactions using Azure AI Speech and Azure OpenAI, scoring each one against your own QA scorecard with 95%+ accuracy and consistent, explainable criteria.
- 100% coverage of voice and digital interactions with objective AI scoring
- Automated transcription and diarization in Arabic and English
- Scoring against your existing QA scorecard, with evidence linked to call timestamps
Typical Outcomes
Typical outcomes for this solution pattern, not the results of a named client engagement.
Technologies Used
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