Revolutionizing Quality Assurance in Customer Service
Revolutionizing Quality Assurance in Customer Service
A major OTT platform in North America collaborated with us to enhance the quality and compliance of its customer service operations. With millions of subscribers and growing customer touchpoints, maintaining consistent service standards was becoming increasingly complex.
Challenge
The client’s legacy quality assurance system faced multiple constraints:
A 12-member QA team could only manually audit 10% of over 200,000 annual interactions (chat and audio).
90% of customer interactions were left unaudited, increasing the risk of quality lapses.
Manual processes were time-intensive, error-prone, and ineffective in detecting real-time compliance issues.
Incomplete audit coverage allowed quality defects to go unchecked, damaging brand trust.
Solution
We deployed a secure, on-premise GenAI-powered solution designed for scalable interaction auditing:
Multi-Modal Analysis
AI models assessed both chat and audio conversations, ensuring holistic interaction review.
Automated Compliance Monitoring
Real-time evaluation of interactions against KPIs, quality benchmarks, and regulatory standards.
Scalable Audit Coverage
Extended quality audits from 10% sampling to 100% interaction coverage, on demand.
Issue Detection & Alerting
Built-in AI triggers flagged and escalated critical compliance issues before customer impact.
Results
Efficiency Gains:
Drastically reduced QA workload while improving audit precision and consistency.Coverage Expansion:
Achieved nearly 100% interaction audit coverage, eliminating audit blind spots.Real-Time Monitoring:
Enabled proactive compliance management and faster resolution of service issues.Brand Impact:
Strengthened customer trust and brand equity through consistent quality assurance.
"With full-spectrum auditing and real-time issue detection, AventIQ’s AI solution helped us gain control over our service quality. We no longer guess where problems lie — we act before they escalate."
– VP, Customer Operations, Leading OTT Provider
Challenge
The client’s legacy quality assurance system faced multiple constraints:
A 12-member QA team could only manually audit 10% of over 200,000 annual interactions (chat and audio).
90% of customer interactions were left unaudited, increasing the risk of quality lapses.
Manual processes were time-intensive, error-prone, and ineffective in detecting real-time compliance issues.
Incomplete audit coverage allowed quality defects to go unchecked, damaging brand trust.
Solution
We deployed a secure, on-premise GenAI-powered solution designed for scalable interaction auditing:
Multi-Modal Analysis
AI models assessed both chat and audio conversations, ensuring holistic interaction review.
Automated Compliance Monitoring
Real-time evaluation of interactions against KPIs, quality benchmarks, and regulatory standards.
Scalable Audit Coverage
Extended quality audits from 10% sampling to 100% interaction coverage, on demand.
Issue Detection & Alerting
Built-in AI triggers flagged and escalated critical compliance issues before customer impact.
Results
Efficiency Gains:
Drastically reduced QA workload while improving audit precision and consistency.Coverage Expansion:
Achieved nearly 100% interaction audit coverage, eliminating audit blind spots.Real-Time Monitoring:
Enabled proactive compliance management and faster resolution of service issues.Brand Impact:
Strengthened customer trust and brand equity through consistent quality assurance.
"With full-spectrum auditing and real-time issue detection, AventIQ’s AI solution helped us gain control over our service quality. We no longer guess where problems lie — we act before they escalate."
– VP, Customer Operations, Leading OTT Provider
A major OTT platform in North America collaborated with us to enhance the quality and compliance of its customer service operations. With millions of subscribers and growing customer touchpoints, maintaining consistent service standards was becoming increasingly complex.
Challenge
The client’s legacy quality assurance system faced multiple constraints:
A 12-member QA team could only manually audit 10% of over 200,000 annual interactions (chat and audio).
90% of customer interactions were left unaudited, increasing the risk of quality lapses.
Manual processes were time-intensive, error-prone, and ineffective in detecting real-time compliance issues.
Incomplete audit coverage allowed quality defects to go unchecked, damaging brand trust.
Solution
We deployed a secure, on-premise GenAI-powered solution designed for scalable interaction auditing:
Multi-Modal Analysis
AI models assessed both chat and audio conversations, ensuring holistic interaction review.
Automated Compliance Monitoring
Real-time evaluation of interactions against KPIs, quality benchmarks, and regulatory standards.
Scalable Audit Coverage
Extended quality audits from 10% sampling to 100% interaction coverage, on demand.
Issue Detection & Alerting
Built-in AI triggers flagged and escalated critical compliance issues before customer impact.
Results
Efficiency Gains:
Drastically reduced QA workload while improving audit precision and consistency.Coverage Expansion:
Achieved nearly 100% interaction audit coverage, eliminating audit blind spots.Real-Time Monitoring:
Enabled proactive compliance management and faster resolution of service issues.Brand Impact:
Strengthened customer trust and brand equity through consistent quality assurance.
"With full-spectrum auditing and real-time issue detection, AventIQ’s AI solution helped us gain control over our service quality. We no longer guess where problems lie — we act before they escalate."
– VP, Customer Operations, Leading OTT Provider
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