- Problem
- The customer care manager learned about serious complaints days later, usually when a customer wrote to head office. Supervisors could only listen to a handful of recorded calls a week and had no way to spot patterns.
- What the AI did
- Conversation Intelligence transcribes recorded calls, with the recording notice played to every caller, and flags conversations that mention a refund refusal, a safety concern or an intent to escalate. Flagged calls appear on a supervisor board the same day, grouped by product and store, so a person decides what follow-up is needed.
- What changed
- Supervisors now hear about a serious complaint the day it happens, and recurring product issues surface from the calls themselves.
