U Mobile
Turning Every Call into Actionable Insight with AI-Led Post-Call Analytics with Enhanced Compliance
Client Overview
U Mobile is a leading Malaysian telecom operator serving millions of subscribers through a diverse range of consumer and enterprise services. Managing a large volume of daily post-call interactions, the company needed a systematic method to evaluate call quality and ensure consistent service delivery. Post-call analytics played a critical role in identifying performance trends, agent skill gaps, and maintaining compliance across its contact center operations.
U Mobile’s post-call evaluation process was primarily manual, resulting in inefficiencies and limited visibility into performance data. Key challenges included:
·Inconsistent Quality Assessment: Manual evaluations caused subjective and unreliable performance metrics.
·Delayed Feedback Cycles: Time-consuming analysis reduced the ability to deliver timely coaching.
·High Data Volume:With hundreds of thousands of calls each month, manual review was not scalable.
·Compliance Risks:Human error during checks increased exposure to regulatory non-compliance.
·Limited Insight Discovery:Spotting recurring issues, skill gaps, or sentiment shifts across large teams was difficult.
These limitations slowed feedback loops, constrained operational oversight, and affected agent performance improvement efforts.
Our Solution
Celebal Technologies deployed an AI-powered Post-Call Analytics (PCA) Platform built on AWS, automating transcription, sentiment evaluation, performance analysis, and compliance validation within a unified architecture.The solution leveraged a comprehensive AWS technology stack including:
Amazon Transcribe
Automatically processed post-call audio files into precise text transcripts.
Amazon SageMaker
Deployed NLP models to detect sentiment, intent, compliance deviations, and customer concerns across all analyzed calls.
AWS Step Functions and Lambda
Orchestrated seamless workflows for transcription, processing, and analytical updates.
Amazon OpenSearch Dashboards
Delivered interactive visualizations for supervisors to filter calls by agent, sentiment, compliance status, or team metrics.
CRM and Ticketing System Integration
Allowed direct linkage between insights and issue resolution processes, closing the feedback loop efficiently.
IAM Controls and Encryption
Implemented strict access permissions and end-to-end encryption to ensure secure management of call data.
The PCA platform scaled effortlessly to accommodate large volumes of call data while maintaining accuracy, compliance, and near real-time responsiveness.
Benefits
Objective Agent Evaluation
AI-based analysis removed subjectivity & ensured unbiased performance scoring.
Automated Trend Detection
Surfaced recurring call patterns and customer pain points automatically.
Faster Feedback Loops
Reduced evaluation time from days to minutes, enabling prompt agent coaching.
Compliance Confidence
Continuous AI monitoring minimized oversight and regulatory risks.
Targeted Training Programs
Enabled supervisors to focus on specific agent skill gaps identified by analytics.
Scalable Analytics Framework
Allowed handling of increasing call volumes without additional manpower.
The Post-Call Analytics platform enabled U Mobile to transition from manual evaluation processes to an intelligent, automated framework. With faster insights, improved accuracy, and enhanced compliance visibility, the solution strengthened agent performance management and operational efficiency across contact center functions.
