A CASE STUDY
TRANSFORMING QA AND COMPLIANCE VISIBILITY WITH AI
CLIENT OVERVIEW
A mid-sized customer support organization operating across multiple business units faced persistent challenges in maintaining quality assurance (QA) consistency, compliance visibility, and agent productivity. With QA teams manually reviewing less than 3% of customer interactions, compliance risks and inconsistent customer experiences continued to grow
BUSINESS CHALLENGE
The client’s leadership team identifed three core issues limiting operational effectiveness:
- Limited QA Coverage
Manual audits restricted insight into less than 3% of customer interactions, making it difficult to assess true service quality.
- Compliance Exposure
Missed deviations from scripts and regulatory requirements created risk exposure.
- Inefficient After-Call Work
Manual evaluation and documentation consumed valuable agent time, affecting productivity and response times.
The client sought a scalable, AI-based solution to automate QA and compliance checks while improving accuracy and speed of feedback to agents.
SOLUTION - PULSEAI360 AGENT ASSIST
Trellissoft deployed PulseAI360 Agent Assist, a Generative AI–powered platform designed to analyze 100% o customer interactions in real time. Key solution components included:
Automated QA Audit
AI models evaluated tone, sentiment, and compliance adherence across every recorded call.
Real-Time Agent Coaching
Instant feedback enabled agents to self-correct during live interactions.
Compliance Intelligence
The system flagged potential violations automatically, ensuring
audit readiness and reducing legal risk.
Performance Insights Dashboard
Actionable metrics highlighted recurring issues, empowering
supervisors to drive targeted training.
Deployment was completed in under six weeks with minimal workflow disruption, integrating seamlessly with the client’s existing CRM and telephony systems.
RESULTS AND MEASURABLE IMPACT
Within the first three months of implementation, the client achieved measurable, enterprise-wide improvements:
|
Metric
|
Before PulseAI360
|
Before PulseAI360
|
Improvement
|
|---|---|---|---|
|
QA Coverage
|
~3% of calls received
|
100% of calls analyzed
|
30X increase
|
|
Compliance Violations
|
Frequent and manually detected
|
Auto-flagged in real time
|
60% reduction
|
|
After-Call Work Time
|
6–8 minutes per interaction
|
2–3 minutes per interaction
|
50-60% faster
|
|
Agent Productivity
|
Static across teams
|
Continuous improvement through AI feedback
|
+15%
|
CONCLUSION
By automating QA and compliance audits with PulseAI360 Agent Assist, the client achieved full interaction visibility, reduced compliance risk, and created a data-driven foundation for continuous improvement. Trellissoft continues to partner with the client to expand AI coverage across chat and email channels.
Why Trellissoft?
Trellissoft’s architects and
designers excel at creating
innovative and scalable data
solutions. Their expertise ensures
the development of reliable,
efficient, and future ready business
processes that customers can
trust, enabling seamless operations
and supporting long term growth.
