Case Study: Key Group achieves 100% QA coverage and 6x efficiency with Aveni

How Key Group Achieved 100% QA Coverage Without Adding Staff

Key Group, a company with a large customer base of over-55s, faced the challenge of manually reviewing thousands of lengthy client calls for quality assurance and vulnerability identification. This inefficient, random sampling process provided limited coverage, often led to duplicated efforts, and relied on subjective assessments from advisers. To address this, they turned to Aveni and its AI-powered speech analytics platform.

Aveni's solution used natural language processing to transcribe and analyze calls, flagging specific keywords and topics that indicated potential customer vulnerability. This allowed Key Group's assessors to use an intuitive dashboard to quickly prioritize and review calls. The implementation by Aveni resulted in a 6x gain in efficiency, reducing call review time from 90 minutes to just 15 minutes, and enabled the company to achieve 100% QA coverage without adding staff.

Key Group