Inspiro
Transforming Customer Experiences Globally
with Altius Inspiro’s Next-Gen CX Solutions
Client Overview
Altius Inspiro is a global leader in digital customer experience management and business process outsourcing, serving Fortune 1000 companies across diverse industries. With a reputation for operational excellence and digital innovation, the company delivers next-generation CX solutions and business process services powered by strategy, advanced analytics, and technology.
Business Problem
Call centers are a reservoir of actionable insights, but monitoring 100% of customer interactions in real time is often impractical and cost intensive. This creates a significant gap in the insights that can be captured.
Our Solution
We deployed an AI-driven Automated Quality Monitoring solution. The solution leverages Azure speech-to-text to accurately transcribe the call recordings. Our solution analyses the transcripts and performs various activities such as sentiment analysis, keyword search with automated PII masking. Calls can be bulk uploaded via a simple webUI or direct SFTP. Currently, our solution is deployed to support Tagalog and Taglish (blend of Tagalog and English). We also created a customized Quality reporting dashboard since the client’s existing Quality platform did not support Tagalog.
Benefits
40-45%
Anticipated effort reduction in Quality Auditing
100%
Masking of credit card and personal and banking related information
85%+
Expected accuracy of audits
15%
Envisaged improvement in Customer Satisfaction
Multi-lingual Quality Dashboard
