Case Study - AI-Powered Transcript Analytics Optimization

Overview

The insurer sought to unlock hidden value within customer-service interactions but struggled with limited visibility into voice transcripts. Many valuable touchpoints, such as quote requests or upsell cues, went undetected due to minimal QA coverage and inconsistent agent scripting. These gaps led to missed revenue opportunities, lost upsells, and declining customer retention. The initiative aimed to apply AI-driven insights to improve call monitoring, identify sales signals, and enhance frontline effectiveness.

Challenge

The insurer had limited visibility into the value hidden within customer-service call transcripts. Many interactions included quoting requests or upsell cues that were neither captured nor routed effectively. Manual QA covered under 5% of calls, and agents lacked consistent scripting to act on these opportunities, resulting in lost revenue, missed upsells, and reduced retention.

Solution

NITCO deployed an AI-powered transcript analytics platform on AWS to process 100% of inbound and outbound service calls in real time. Using NLP and sentiment analysis, the system:

• Identifies quoting intents, upsell signals, and churn risks
• Tags and routes high-value calls to sales teams or triggers automated follow-ups
• Feeds performance insights back to a coaching dashboard for agents

Benefits

• Captured missed quoting and upsell opportunities from service calls
• Identified churn risks in real time and triggered proactive retention efforts
• Enabled coaching based on real call data and best-performing agent patterns
• Used customer conversation history to tailor quotes and outreach