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Nabilah Binti Salleh
Business Problem:
  • With voice calls now live, managers have no way to assess call quality at scale — the same gap that exists for text conversations, just harder, since calls require listening to a recording or reading a transcript end-to-end rather than skimming.
  • There's currently no in-platform way to score calls against criteria like whether the issue was resolved, whether the agent followed the required script/process, hold time, or tone.
  • As call volume grows, manual review won't scale, and managers are left either spot-checking a small sample or not reviewing calls at all.
Desired Outcome:
Let admins/managers define custom scoring criteria that AI applies automatically to every closed call — for example, issue resolved, script/process adherence, hold time within threshold, tone appropriateness. Scores would surface in reporting so managers can filter, flag, and drill into low-scoring calls without listening to every recording manually.