Categories
AI/ML Development
Automation
Engagement Analytics
Tech Stack
AI-Driven Automated Conversation Insights Platform
Our client, a leader in digital marketing and customer engagement, manages over 1 million calls per month across various channels. To eliminate the inefficiencies of manual call reviews, they launched the Call Analysis AI (CA2I) platform, leveraging AI-driven automation to categorize calls, generate real-time summaries, rate service quality, and provide actionable insights.
Challenge
Inefficient Manual Review: Categorizing and analyzing 1M+ calls monthly was time-consuming, inconsistent, and error-prone.
Lack of Real-Time Insights: No automated system for service quality scoring, trend detection, or benchmarking across business units.
Scalability & Security Concerns: Growing call volumes required AI automation while ensuring data security and compliance.
Solution
An AI-powered call analysis platform that automates real-time transcription, categorization, quality scoring, and insights, enabling scalable, accurate, and data-driven customer engagement
Integrated AWS Transcribe for multi-language support, converting call recordings into text with high accuracy.
Leveraged AWS Bedrock (Anthropic Claude 3) to generate real-time summaries, capturing key details such as intent, outcome, and sentiment immediately after call completion.
Developed custom models using FastAPI and LangChain integrated with AWS Bedrock to classify calls into actionable dispositions like opportunities, service areas, and price-sensitive inquiries.
Automated call and agent performance scoring using AI models, providing metrics like satisfaction and effectiveness.
Used AWS Bedrock (Amazon Titan Multimodal Embeddings) to identify trends and benchmarks across tenants and business units.
Designed dashboards with React.js and ANT Design to provide global and tenant-specific performance metrics, time-period filters, and actionable insights.
Integrated with call systems like Invoca, Call Rail, and Twilio to trigger workflows, delivering summaries, ratings, and insights seconds after call completion.
Outcome
Reduced call analysis time from hours to seconds, enabling real-time processing for over 1M calls monthly.
Achieved 90%+ accuracy in summaries, dispositions, and ratings compared to manual reviews.
Delivered proactive recommendations, improving service quality and client satisfaction.
Ensured compliance with robust encryption and access control mechanisms.