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AI Quality Monitoring: Boost Your Call Center Performance
Quality Monitoring, or the quality control of interactions in a call center, involves assessing the performance of exchanges between agents and customers.
Its goal: to guarantee a consistent, efficient experience that stays true to your brand promise.
Today, artificial intelligence is transforming this practice across every industry: telecom, travel, services, and more. By automating process verification and conversation analysis, AI delivers unmatched accuracy and coverage.
At AlloBrain, our speech analytics and generative AI solutions analyze 100% of calls and messages compared to only 3% with traditional manual methods.
In an era where speed and personalization are essential, AI-powered Quality Monitoring instantly identifies areas for improvement. Speech errors, compliance gaps, or tonal inconsistencies are detected in real time, helping maintain high standards of customer experience and operational efficiency.
With AI, every interaction becomes a learning opportunity. Performance is measured objectively and consistently, allowing you to tailor training to real needs.
The goal isn’t to “monitor” agents, but to support their continuous improvement and growth.
Continuous supervision improves both service quality and message consistency. AI-driven emotion and intent analysis helps anticipate dissatisfaction, boosting retention and first-contact resolution.
At Club Med, the GM Copilot model reduced handling time by 60 % while improving answer quality and customer satisfaction.
Start by recording and centralizing all conversations across channels to create a reliable data set. These interactions can then be processed by AI tools to extract actionable insights and trends.
Speech analytics automatically detects emotions, intentions, and deviations in every conversation, giving you a full understanding of both agent behavior and customer sentiment.
Where supervisors once listened to just a few calls per month, AI now enables automated and fair scoring across every interaction. This ensures consistent evaluation and faster feedback loops.
You simply upload your existing quality grid, the AI then analyzes conversations following your criteria. Nothing could be easier!
>> Discover AlloBrain’s Quality Monitoring Solution
You decide who has access to insights and reports. Combined with AI analytics, this allows managers to optimize scheduling, prioritize coaching, and strengthen key moments in the customer journey.
For a complete overview of your operational quality, monitor:
These KPIs, enhanced by AI insights, become powerful levers to drive performance and shape your CX strategy.
Don’t rely on statistics alone, focus on customer emotions and relational quality. With AI, you can capture a greater share of customer insights and gain a more accurate, holistic view of your service quality.
Build a clear quality framework aligned with both your business goals and your customers’ expectations. AlloBrain supports clients in defining these standards using insights from millions of analyzed conversations.
Automated quality control lets you correct non-compliant calls within 24 hours, preventing systemic issues. This proactive approach, already deployed at Intelcia, helped reduce lost sales while improving agent satisfaction.
By integrating customer verbatims into analysis loops, you can continuously improve training programs, ensure message consistency, and align teams around customer satisfaction.
Generative AI and large language models (LLMs) are advancing rapidly, enabling ever more precise detection of emotions, intentions, and context. These innovations accelerate the adoption of automated quality control, now seen as a strategic performance driver rather than a mere operational task.
With AlloBrain, companies move from occasional quality checks to continuous, data-driven supervision centered on the voice of the customer.