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Harness the power of GenAI
to enhance quality assurance for call-based services

Automatically audit and analyse call recordings to accelerate quality assurance, drive consistent reviews, and uncover insights to improve citizen-facing services.

What’s getting in the way?

One public sector department faced mounting pressure from high call volumes, making it difficult to maintain consistent evaluation standards and timely reviews. Scalable insights for training and operations were also hard to extract.

  1. Manual and time-consuming process

    Reviewing call recordings manually limits scalability, slows feedback loops, and delays improvement efforts.

  2. Inconsistent evaluation standards

    Human-led reviews often vary across reviewers, leading to inconsistent quality assessments and unclear benchmarks. 

  3. Limited insight from call data 

    Post-call reviews often focus on scores, overlooking trends, sentiment, and behavioural insights that drive service improvement. 

Crystal-clear conversations powered by intelligent AI.

What used to take hours now takes just moments with consistent evaluation and insights that drive action.

Find out more about this solution

AI-Powered Contextual Search

Delivers instant access to relevant guidelines, ensuring consistent and efficient application across interactions.

Deliver Targeted Feedback

Provides consistent, actionable feedback based on conversation content, enabling faster improvement and focused coaching. 

Highlight Service Gaps and Patterns

Identifies recurring issues, escalation triggers, and training opportunities across teams, improving service quality.
Note: Due to confidentiality, we are unable to share the actual visual of our customer’s platform.

Results that speak volumes.

Crystal-clear conversations that boost customer trust and satisfaction.

Faster Quality Assurance Cycles

Reduces time spent on manual reviews, enabling QA teams to cover more calls without adding headcount. 

Scalable Insights for Training & Operations

Empowers leaders to identify systemic gaps and implement targeted training and process improvements at scale.

Improved Service Quality

Timely, AI augmented insights help teams address root issues and improve agent performance. 

​Knovel exhibits strong technical competency which was evident in their ability to accommodate customisations of their solution to meet our specific requirements. ​

Deputy Director, Customer Experience Division, Government Ministry

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