Case Study: Leading Alco-Beverage Company achieves real-time call center monitoring with BRIDGEi2i Analytics Solutions

NLP Based Customer Service Watchtower to monitor customer sentiment & agent performance

BRIDGEi2i Analytics Solutions worked with a leading Alco-Beverage Company whose customer service management team needed a better way to track call center health, customer sentiment, and agent performance. The company’s manual audit process was limited and time-consuming, making it difficult to monitor service quality at scale.

BRIDGEi2i Analytics Solutions implemented an NLP-based Customer Service Watchtower, also called Agent Performance Watchtower, to analyze 100% of calls automatically. The solution used custom APIs to pull calls, speech-to-text conversion, NLP for topic, sentiment, and agent scoring, and a Qlik dashboard for reporting. This delivered 100% call monitoring, an 85% reduction in audit time, and near real-time agent performance tracking.