CASE STUDY - CUSTOMER SUPPORT

AI-Driven Call Quality Transformation with Converse

ML Models Trained on Predefined Rubrics that Give you Call Quality and 21+ Deep Call Data Insights.

Industry & Product

Customer Support

Product Used: Converse — AI Call Scoring & Quality Intelligence

The Challenge

Support quality varied widely across teams, with no scalable way to ensure consistency or drive improvement. The client needed unbiased call quality intelligence to transform their customer experience.

Manual call audits covered <3% of total calls
Evaluation was subjective and inconsistent
Supervisors lacked actionable feedback on agent behavior
Escalations rose due to dissatisfied customers

The Solution

We deployed Converse, a Machine Learning engine trained on customer call patterns, tone, outcomes & compliance rubrics to evaluate every call automatically.

Scores Every Call for Performance

Automated evaluation of 100% of calls based on predefined quality rubrics and compliance standards.

Analyzes 21+ Behavior & Rubric Metrics

Comprehensive analysis including greeting & introduction, politeness & empathy, knowledge & expertise, active listening, and resolution & closure quality.

Flags Compliance Gaps & Negative Sentiment

Real-time identification of compliance violations and negative customer sentiment to enable immediate intervention.

Personalized Improvement Guidance

Offers personalized improvement guidance per agent. Supervisors see real-time dashboards, trends, and risk alerts — no spreadsheets, no guesswork.

Impact Delivered

Metric	Before	After Using Converse
Call audits	<3% coverage	100% calls evaluated
AHT vs. quality balance	Unpredictable	Optimized through behavioral insights
Customer satisfaction	Stagnant	6–12% CSAT uplift
First call resolution	Moderate	Improved by 15–22%
Agent coaching effectiveness	Limited	Data-driven + tailored guidance

100%

Calls Evaluated

12%

CSAT Uplift

22%

FCR Improvement

21+

Call Insights

Outcome: Happier customers, smarter agents, lower costs.

21+ Deep Call Insights

Converse analyzes comprehensive insights from every customer interaction

Greeting & Introduction

Politeness & Empathy

Knowledge & Expertise

Active Listening

Resolution Quality

Call Sentiment

Compliance Adherence

Script Following

Empathy Detection

Talk Speed Analysis

Silence Patterns

Interruption Frequency

Problem Resolution Time

Escalation Triggers

Objection Handling

Product Knowledge

Hold Time Analysis

Transfer Appropriateness

Tone Consistency

Opening/Closing Quality

Next Best Action

Why It Stands Out

Evaluates the Conversation

Not just compliance — evaluates the full conversation quality

Quality Intelligence at Scale

Autopilot QA — Quality intelligence at scale with automated evaluation

Actionable Coaching Insights

Actionable coaching insights, not vague comments

Continuous Learning

Continuous learning models improve over time

Elevate Your Customer Experience Quality

Join leading contact centers that use UTTER.AI to evaluate 100% of interactions, coach agents effectively, and deliver consistently exceptional customer experiences. See how automated QA can work for your team.

Get Started Today