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.

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Customer support team
Industry & Product

Customer Support

Product Used: Converse — AI Call Scoring & Quality Intelligence

100%
Calls Evaluated
12%
CSAT Uplift
22%
FCR Improvement
21+
Deep Call Insights
The Challenge

Subjective audits. Inconsistent quality. No scale.

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

Converse — 100% Call Coverage, Zero Guesswork

A Machine Learning engine trained on customer call patterns, tone, outcomes & compliance rubrics to evaluate every call automatically.

🎯

Scores Every Call

Automated evaluation of 100% of calls based on predefined quality rubrics and compliance standards. No sampling, no gaps.

📋

21+ Behavior Metrics

Comprehensive analysis including greeting, politeness, empathy, knowledge, active listening, and resolution quality — every call, every time.

🚨

Compliance & Sentiment Flags

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

📈

Personalized Coaching

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

Impact Delivered

Before & After Converse

MetricBeforeAfter Using Converse
Call audits<3% coverage100% calls evaluated
AHT vs. quality balanceUnpredictableOptimized through behavioral insights
Customer satisfactionStagnant6–12% CSAT uplift
First call resolutionModerateImproved by 15–22%
Agent coachingLimited & genericData-driven + tailored guidance

Outcome: Happier customers, smarter agents, lower costs.

21+ Deep Call Insights

Every Conversation. Fully Understood.

Converse analyzes comprehensive insights from every customer interaction — automatically, at scale.

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

Not Just QA. Quality Intelligence at Scale.

🎙️

Full Conversation Evaluation

Not just compliance — evaluates the full conversation quality from first word to close.

🤖

Autopilot QA

Quality intelligence at scale with fully automated evaluation across 100% of calls.

💡

Actionable Coaching

Specific, actionable coaching insights — not vague comments like "be more empathetic".

🔄

Continuous Learning

Continuous learning models that improve automatically over time with every call evaluated.

Elevate CX

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.

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