Recently completed project
Call Center AI Auditing
Automated QA scoring and policy checks across every call with manager-ready escalation reasons.
Summary
The QA team needed to move beyond manual sampling and score calls consistently without adding more reviewers.
Challenge
Only a small percentage of calls were being audited, which delayed coaching and made compliance misses harder to catch early.
System design
We built a transcript-first pipeline that scores calls against a custom rubric, flags policy risk moments, and routes review packets to supervisors.
Results
- 92% of calls automatically reviewed with rubric-level scoring.
- QA turnaround reduced from days to same-shift triage.
- Critical compliance misses surfaced earlier for manager intervention.
Next phase
- Expand rubric coverage for new call intents.
- Route high-risk events directly into supervisor queues.
- Add trend reporting by agent cohort and campaign.