The client, a leading banking and financial services company, operating a large travel and loyalty platform sought to analyze and enhance agent quality scores. The goal was to take corrective measures that would improve customer satisfaction scores (CSAT), net promoter scores (NPS), and service level agreements (SLA). The existing agent scoring process was manual and restricted to a few calls per agent each month, managed by supervisors. This approach was neither scalable nor consistent, resulting in minimal coverage and limited insights. The client also wanted to find productivity improvements without compromising on the KPI's.

Daitrix helped the client automate post-call wrap-up with AI-powered call summarization to improve productivity and deliver immediate cost savings. The client was able to schieve 100% automated call scoring to evaluate agent performance against key quality parameters, ensuring rapid and accurate feedback. We also enabled the client to utilize real-time sentiment analysis to gain valuable insights into customer satisfaction levels. In addition, the client was able to take advantage of business-specific call reason feature to capture accurate and unbiased multi-tiered reasons for each customer call.