AI-Powered Call Quality Scoring

The challenge

A B2B SaaS support team was handling 5,000+ tickets per month. Quality reviews were manual — a team lead would listen to calls and score them. With limited time, only 2% of interactions got reviewed. Quality standards varied by reviewer. Escalation decisions were subjective and slow.

The team was drowning in tickets while trying to maintain quality with a manual process that couldn’t scale.

What we built

We implemented an AI-powered quality scoring system:

• Automated call scoring: AI evaluates every customer interaction against defined quality criteria — not just the 2% that humans can review
• Smart routing: High-urgency tickets auto-escalate based on sentiment analysis and topic detection
• Consistent metrics: Every interaction scored against the same rubric — no reviewer bias, no coverage gaps

The result

250+ hours saved per month on quality reviews. 100% coverage instead of 2%. Consistent quality metrics that the team actually trusts. Faster response times because urgent issues get routed immediately.