Call Center AI: Assist, Deflect and Score Every Call
Score every call instead of the two percent you sample today.
The largest immediate win in most contact centers is not deflection. It is quality assurance. Almost every center scores a sample of one to three percent of calls, which means coaching decisions rest on a sample too small to be representative. Transcription and evaluation at full coverage changes what the operation knows about itself, and it is cheaper to implement than deflection.
Book a free consultationWhy this is usually broken
- QA covers a sample too small to be statistically meaningful, so coaching is driven by whichever calls happened to be pulled
- Agents spend call time searching for information they should have surfaced to them
- Call recordings hold the clearest signal about why customers churn and nobody has time to listen
- Compliance script adherence is unverifiable at any real volume
How we build it
Full-coverage QA
Transcribe and evaluate every call against your own scorecard. Supervisors review the outliers the system surfaces rather than a random sample.
Real-time agent assist
Surface the relevant policy or account context during the call, which shortens handle time without scripting the agent.
Deflection where it fits
Route genuinely routine calls to self-service. We scope this after QA, because QA data tells you which call types are actually routine.
Compliance verification
Verify required disclosures were delivered on every call rather than on a sample, which is the difference between evidence and hope in an audit.
What changes
Figures are drawn from Senteras engagements and are illustrative of typical results. Outcomes vary by data quality, infrastructure and scope.
Common questions
Do you replace our existing QA team?
No. The system scores; supervisors coach. What changes is that coaching conversations start from complete data rather than from three calls somebody happened to pull.
What about call recording consent?
Unchanged. If you are already recording lawfully, transcription and analysis of those recordings sits within the same consent. If you are not, this does not fix that.
Where we deploy this
Insurance
Submission intake, claims triage and policy analysis on your own infrastructure.
Financial Services
Fraud detection, compliance and document automation, plus helpdesk, security and supervised archiving, from one provider built for the exam.
Healthcare & Life Sciences
Administrative relief and clinical intelligence, plus helpdesk, security and backup, from one provider that treats a BAA as the starting point.
Retail & Consumer Goods
Predict what customers want before they ask, and stock exactly what you need.
Logistics & Supply Chain
Forecasting, exception handling and trade documents on your own data.
The services behind it
Custom AI Agents & Automation
AI that doesn't just answer questions. It gets things done.
Local & On-Prem LLM Deployment
The most powerful AI models, running entirely on your hardware.
Model Fine-Tuning & Integration
Models that speak your industry's language, trained on your data.
Start with a conversation, not a proposal
Thirty minutes. We will tell you what we would change first, and whether you need us at all.
Book a callThe firm behind the firm