Solution Cross-industry
AI-Powered Call Auditing (QA)
Audits 100% of customer interactions with objective AI scoring and instant agent feedback, replacing 1-2% manual sampling.
100%Of interactions audited
95%+Scoring accuracy
-30-40%Qa operating cost
Typical outcomes for this kind of engagement. Results depend on your data and starting point.
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.
- Only 1-2% of interactions reviewed, leaving systemic issues invisible
- Subjective, auditor-dependent scoring that agents dispute and managers distrust
- Feedback 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
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