Portfolio
AI-Powered Call-Center Audio QA and Campaign Analytics Platform
End-to-end system that ingests large call volumes, generates transcripts and speaker roles, scores compliance and KPIs, and delivers interactive campaign analytics.
Project details
What we delivered
Overview
End-to-end pipeline to ingest inbound, outbound, and bot calls, then generate transcripts and QA signals at scale.
Interactive dashboards provide campaign-level drilldowns and exportable reports in minutes.
Key Features
- Automatic transcript, diarization, voice activity detection, and speaker role classification.
- Prompt-engineered Vertex AI workflows for intent, sentiment, compliance, and KPI extraction.
- Scoring engine for bot handoffs, script adherence, SLA breaches, and custom rules.
- Multi-tenant React dashboard with filters, drilldowns, and exports.
- High-throughput batch and streaming processing for thousands of calls per minute.
Architecture & Tech Stack
- Inference: Vertex AI LLMs with prompt orchestration and custom NLU models.
- Backend API: FastAPI for ingest, orchestration, and auth.
- Processing: distributed workers with Kafka or SQS queues and STT engines.
- Storage: object storage for audio, FAISS or vector DB for semantic search, relational metadata store.
- Frontend: React analytics dashboard.
Impact / Outcomes
- Automated QA reduced manual review time by orders of magnitude.
- Clear KPI visibility enabled bot tuning and agent coaching with measurable ROI.