CXReview and the power of IBM watsonx
Call centres are expected to handle large volumes of interactions while maintaining impeccable service standards. CXReview, a leader in conversation analytics, partnered with IBM to tackle the complexities of quality control and compliance across various industries. Traditionally, only a small percentage of calls were reviewed due to the time-consuming nature of manual audits. Enter IBM’s generative AI solutions, which are designed to automate and optimise these processes.
By leveraging IBM’s watsonx.ai, CXReview significantly reduced the manual burden on call centre agents. The solution automatically summarises call data, checks for quality, and flags non-compliance issues in real time. For clients like ExpertSource, which manages up to 70,000 calls a day, the ability to complete 31 quality checks per call has been a game-changer. The AI integration has already demonstrated an estimated daily saving of 23 hours in agent call handling.
CXReview’s collaboration with IBM doesn’t stop there. The pilot also includes IBM watsonx Assistant, allowing users to easily query complex call datasets in natural language, delivering faster insights for strategic decision-making. This advanced AI solution enables call centres to not only meet compliance standards but also enhance customer satisfaction by empowering agents with timely feedback and data-driven coaching opportunities.
To continue reading about how CXReview and IBM are setting new standards in call centre efficiency, visit the full case study here.
