AIQC – AI Quality Compliance Agent
Automating 100% quality control, SOP auditing, and real-time agent feedback in contact centers.
The Contact Center Quality Dilemma
Review Gap
Manual quality teams review only a tiny fraction of calls. Over 95% of customer interactions remain unmonitored and unverified.
Unnoticed SOP Risks
Process violations, missing identity checks and compliance breaches (e.g. GDPR) slip through undetected, damaging brand trust.
High Operational Cost
Manual auditing is labor-intensive, costly and subjective, with delayed feedback that limits agent coaching.
End-to-End Processing Workflow
Audio Ingestion
Recordings arrive automatically from telephony platforms (Teams, Genesys, NICE).
Speech-to-Text
High-accuracy transcription with speaker identification and diarization.
SOP Evaluation
AI compares the actual dialogue against customer-specific SOPs.
Score & Action
Generates a quality score, explains discrepancies and updates the dashboard.
Audit Case Study & Call Result
- Identity VerificationMissing (SOP 3.2)
- GDPR Notice StatementNot disclosed
- Closing ProcedureIncomplete confirmation
- Agent Tone & EmpathyFriendly & professional
- Technical TroubleshootingCorrect & fast resolution
Live Dashboard & Performance
Insight: Identity verification scored 70% due to skipping step 3.2 on quick-resolution billing calls. Automated coaching micro-learning assigned to affected agents.
Enterprise AI Architecture
1. Input Layer
Telephony connectors for Microsoft Teams, Genesys, NICE, Five9, Amazon Connect and CallRail audio streams.
2. Core AI Layer
Speech recognition, speaker diarization, intent detection, sentiment evaluation and compliance reasoning engines.
3. Knowledge Layer
Customer-uploaded repository of SOPs, sales scripts, GDPR rules and escalation policies.
Next-Gen Voice Coaching
Rather than just generating static reports, AIQC proactively contacts human agents shortly after a call via conversational voice AI to review deviations.
Asks the agent for context regarding skipped steps.
Adjusts the score if a valid exception occurred.
Provides immediate, personalized micro-coaching.