Automating Call Center Quality
Assurance with Real-Time AI
Insights
About the Client
This article describes a real-life project. However, we cannot disclose our client’s name and the project details for privacy purposes.
A US-based health insurance brokerage with around 5,000 employees manages a massive call center workforce of sales agents handling millions of calls from customers annually. Ensuring consistent service quality and regulatory compliance is critical, yet their manual QA processes create inefficiencies and risks. Rikkeisoft partners with the client to build an AI-powered solution that transforms call quality assurance, real-time coaching, and sales performance.
Project Overview
The client partners with Rikkeisoft to design and implement an AI-powered Conversation Optimizer that provides real-time insights during customer calls. The system leverages Generative AI, LLMs, and AWS AI services to analyze conversations, score calls, detect compliance issues, recommend upsell strategies, and coach agents instantly. By automating the quality assurance process, the solution not only improves compliance monitoring but also empowers agents to perform better in real time.
Industry
Healthcare, Insurance
Technology
Generative AI, LLM, AWS AI Services, Vector Database
Country
United States
Timeline
2023
Challenges
The client’s call center operations face multiple obstacles that directly impact compliance, sales performance, and customer satisfaction:
Limited QA Coverage
With millions of calls handled annually, the QA team can only review about 30–40% of call recordings. This leaves a significant proportion of calls unchecked, meaning potential compliance violations or quality issues often go unnoticed. The partial coverage also leads to inconsistencies in evaluating agent performance.
Delayed Compliance Checks
Supervisors can only evaluate compliance after calls are completed, making it impossible to stop violations as they occur. This reactive model exposes the company to risks of regulatory breaches, penalties, and reputational damage since mistakes cannot be corrected in real time.
Inefficient Coaching & Low Upsell Rate
Agents often struggle with complex customer queries and lack on-the-spot guidance. Without immediate coaching, many calls end with missed upselling opportunities. Over time, this contributes to stagnant sales conversion rates and lower-than-expected revenue growth per agent.
High Operational Costs
Maintaining a large QA team requires significant resources. Despite these costs, manual call monitoring still cannot keep pace with the workload, making the process both expensive and inefficient.
Lack of Actionable Insights
Supervisors lack advanced tools to analyze call data at scale. Without reliable metrics or real-time dashboards, it is challenging to identify systemic performance issues, design targeted training, or make informed management decisions.
Solution
Rikkeisoft delivers the AI Conversation Optimizer, an advanced AI-driven solution designed to transform quality assurance, compliance monitoring, and coaching processes:
AI-Powered Conversation Understanding
The system combines Speech-to-Text with LLM-based Natural Language Understanding (NLU) to accurately transcribe and interpret call content. Fine-tuned for the healthcare insurance domain, it detects nuanced customer intent and industry-specific terminology.
Real-Time Compliance Monitoring
A Compliance Checker continuously tracks whether agents follow regulatory scripts and internal policies. The system flags potential violations instantly, allowing agents to correct their behavior mid-conversation rather than after the fact
Live Coaching & Upsell Recommendations
The Real-Time Coaching Engine analyzes both the agent’s responses and the customer’s tone or sentiment. It provides immediate guidance—such as suggesting clarifications, alternative phrasing, or upselling prompts—helping agents respond more effectively and capture more sales opportunities.
Automated Call Scoring & Post-Call Reporting
Every call is automatically evaluated on compliance, quality, and upsell performance. Comprehensive reports give supervisors clear insights into each agent’s strengths and weaknesses, enabling more personalized feedback and structured improvement plans.
Performance Analytics Dashboard
A central dashboard provides supervisors with filters for agent, team, time period, and call type. This gives managers full visibility into call trends, compliance adherence, and sales effectiveness, enabling data-driven decision-making.
Scalable, Real-Time Architecture
Built with a distributed architecture leveraging AWS AI services and vector databases, the system processes hundreds of concurrent calls simultaneously without latency issues. This allows the client to deploy the solution across its large-scale operations with confidence.
Results
The deployment of the AI Conversation Optimizer transforms the client’s call center operations. Agents receive real-time support to handle complex conversations, compliance risks are addressed immediately instead of after the fact, and supervisors gain full visibility into performance trends without being overwhelmed by manual QA tasks. This shift not only improves sales performance and compliance assurance but also elevates customer experience while reducing operational costs.