Our client is one of the largest P&C insurance providers in the US receiving tens of millions of calls annually into their call centers. Less than 1% of the calls are manually reviewed by the client’s Quality Assurance team. The existing models predict a limited number of call intents. The client wanted to

• Assess the quality of interactions with customers across multiple dimensions and automate compliance measurement using ML models
• Identify customer call intents and opportunities to refine customer interactions for improved call center operations productivity and customer experience