Project Overview

The AI Call Audit project is designed to revolutionize the way BPO companies manage and evaluate their customer service calls. Leveraging Assembly AI's advanced capabilities in call diarization and sentiment analysis, this project aims to automate the generation of key customer experience metrics such as Customer Satisfaction (CSAT) and Net Promoter Score (NPS). The primary goal is to enhance the efficiency and accuracy of call audits, enabling businesses to gain deeper insights into customer interactions and improve overall service quality.

In traditional call centers, evaluating customer calls for satisfaction and promoter scores is a manual, time-consuming process. This project addresses these challenges by integrating AI to automate and standardize the evaluation process, reducing human error and providing real-time insights. The AI analyzes audio calls, segments speakers, and determines the sentiment expressed during the conversation. Based on these insights, the system calculates CSAT and NPS scores, providing a comprehensive overview of customer satisfaction and loyalty.This project is particularly relevant in today's fast-paced business environment, where customer experience is a key differentiator. By automating the audit process, the AI Call Audit project not only saves time but also ensures consistency and accuracy in the evaluation of customer interactions. This leads to actionable insights that can drive improvements in customer service, thereby enhancing customer loyalty and satisfaction.

The implementation of this project involved multiple phases, including understanding user needs, designing the AI models, and testing the system with real call data. Throughout the project, a user-centered approach was adopted to ensure that the solution effectively meets the needs of end-users, including call auditors, managers, and business analysts. The project's success lies in its ability to provide a seamless, automated solution that aligns with the business goals of improving customer satisfaction and driving long-term customer loyalty.

Project Oppourtunity

The AI Call Audit project presented an opportunity to innovate within the call center industry by introducing a more efficient and accurate method of auditing customer service calls. By leveraging AI, the project aimed to reduce the time and effort required for call evaluations, improve the consistency of scoring, and provide real-time insights that could be used to enhance customer service strategies.

Research Questions

  1. What are the most common issues faced by call auditors in traditional auditing?
  2. How do users currently measure customer satisfaction and loyalty?
  3. What features do users prioritize in an automated call audit system?
  4. What are the key challenges in implementing AI for call analysis?
  5. How does AI call diarization improve the auditing process?
  6. What impact does real-time sentiment analysis have on customer service?
  7. What are the expected outcomes of using AI for call audits?
  8. How do users respond to AI-generated CSAT and NPS scores compared to manual scores?
  9. What are the ethical considerations in using AI for sentiment analysis?
  10. How do cultural differences impact sentiment analysis?
  11. What training is required for users to effectively use the AI audit tool?
  12. What metrics are most important to users in evaluating customer satisfaction?
  13. How does the AI tool integrate with existing call center systems?
  14. What are the limitations of AI in call audits?
  15. How does AI handle background noise in call recordings?
  16. What improvements do users suggest for the AI audit tool?
  17. How does the tool handle calls in multiple languages?
  18. What are the key success metrics for this project?
  19. How scalable is the AI solution for large call centers?
  20. What is the future potential of AI in customer service beyond call audits?
Aspect Assembly.AI Rev.AI Speechmatics Google
Features - Call diarization
- Sentiment analysis
- CSAT/NPS metrics
- Real-time processing
- Speech-to-text
- Custom vocabularies
- Speaker identification
- Speech-to-text
- Multi-language support
- Real-time transcription
- Speech-to-text
- Multi-language support
- Punctuation and formatting
Accuracy - High accuracy for English and major languages
- Context-aware sentiment analysis
- High accuracy with custom vocabularies
- Strong in English and major languages
- High accuracy across various languages
- Handles diverse accents well
- High accuracy across multiple languages
- Strong punctuation and formatting capabilities
Integration Capabilities - Easy integration with CRM systems
- API support
- API support
- Integration with various platforms
- API support
- Integrates with major cloud platforms
- Extensive integration options
- API support
- Native integration with Google Cloud products
Pricing - Flexible pricing based on usage
- Custom plans available
- Pay-as-you-go pricing
- Volume discounts available
- Subscription-based pricing
- Custom plans available
- Pay-as-you-go pricing
- Pricing varies by usage volume
Key Takeaways:
Information Architecture - ​Card Sorting
DASHBOARD OBS ROLES USERS AUDIT SHEET FILTERS AUDIT TRAILS SETTING QUICKLINKS
create Create Create Create Create View Manual
view View View View View AI
User Journey Map
Stage Awareness Consideration Decision Onboarding Usage Advocasy
Customer Actions Researches solutions for improving call audits Compares AI Call Audit Tool with other solutions Decides to implement the AI Call Audit Tool Sets up the tool and integrates with existing CRM Uses the tool to analyze calls and generate reports Shares positive experiences with peers
Customer Thoughts "There has to be a better way to audit calls." "Which tool will give me consistent and accurate results?" "This tool seems to be the best fit for our needs." "Will it integrate well with our current systems?" "This is saving us so much time and improving consistency." "This tool has really helped our team perform better."
Customer Emotions Curious, hopeful Cautious, inquisitive Confident, optimistic Anxious, anticipatory Relieved, satisfied Proud, loyal
Touchpoints Online search, industry blogs Product website, case studies, reviews Free trial, demo, sales consultation Setup guides, customer support, onboarding emails Tool interface, real-time feedback, reports Social media, industry forums, word of mouth
Opportunities Improve online visibility, offer informative content Provide comparative analysis, highlight unique features Offer free trials, ensure smooth onboarding process Provide dedicated onboarding support, create detailed guides Continually improve UX, offer customization options Encourage user testimonials, offer referral programs

Final UI AI Audit - AdminView