UC-315
Live Call Guidance & Automated Call QA
Puts approved answers and required disclosures on the caller's screen live, then checks every finished call against the conduct list.
TBDBuild Duration
XXXXIndicative ROI
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The Challenge
New telecallers take months to learn products, rates and required disclosures on a floor where staff change often. Conduct checking is manual, so only a lucky few calls are ever reviewed.
How It Works
- Ingests approved scripts, product sheets and conduct checklists alongside the live call audio.
- Retrieves the approved answer to what is being asked and prompts the required disclosure.
- Writes the summary and record update, then flags only exception calls for supervisor review.
What It Removes
- Months of ramp before a caller performs
- Post-call notes and record updates typed by hand
- Conduct checks on a sample of finished calls
Input Data RequirementsApproved scripts and product sheets, conduct and quality checklists, live call audio feed, agent desktop integration
Output FormatOn-screen approved answers and disclosure prompts, automatic call summaries and record updates, conduct check on every call with exceptions flagged
“A caller in their first month answers like a caller in their third year, and every call is checked, not one in fifty.”