InsurTech
AI-Based Speech Analytics
Client: Leading Financial Services & Insurance Provider
Executive Summary
Challenge: QA teams manually audited only 1-2% of calls, leaving a massive data blind spot.
Solution: Platform transcribes 100% of calls, performing real-time sentiment analysis and compliance tracking.
Results: 25% increase in resolution accuracy and 40% reduction in compliance risk.
The Challenge
In a regulated industry, every call carries legal weight. Supervisors could not provide timely coaching to agents.
Compliance Gaps:Missed mandatory legal disclosures led to potential fines.
Hidden Churn Signals:Subtle cues like sarcasm or competitor mentions were missed.
Long Wrap-Up Times:Agents spent 15% of their day manually summarizing calls.
The Solution
Turns every conversation into structured, searchable data.
- 100% Audit Coverage: Automatically scores every call based on script adherence.
- Emotion Detection: Analyzes pitch and silence gaps in real-time.
- Automated Summarization: Uses LLMs to generate instant post-call recaps.
- Supervisor Alerts: Triggers notifications for escalations or breaches.