Human-Bot Call Interaction Monitoring Case Study

This case study outlines a customer's need to monitor Human-Bot call interactions to comply with global safety regulations. The customer faced challenges in predicting call volumes due to insurance policy renewals and sought a cost-effective technology solution, avoiding manual reviews. The implemented solution, Detect Voice, automated the review of audio files, featuring voice-to-text transcription, safety ontologies, bulk processing, entity extraction, confidence scoring, and a safety-centric workflow. The results showed a 94% efficiency gain with zero missed events, managing 60,000 calls per year with only 1.3 full-time equivalents (FTE) required daily, compared to 22 FTEs needed without the technology. Additionally, a volume surge of 2,095 calls was processed within a one-day deadline with only 9 FTEs, instead of 204. The transformation emphasized using technology for quality control, supporting agents with highlighted transcripts, minimizing noise, and allowing scalability without increasing headcount while maintaining compliance.