Case Study: Amicio redefines quality monitoring with Diabolocom’s AI-powered solution

Amicio redefines its quality standards with the Diabolocom Quality Monitoring tool

Amicio, a major customer relations center provider in France with over 550 advisors, faced the challenge of optimizing its service quality. Their manual evaluation processes for agents were time-consuming, expensive, and subject to human bias. To overcome this, they sought a high-performance Quality Monitoring solution from Diabolocom that could provide objective analyses and personalized coaching.

By implementing Diabolocom's Quality Monitoring tool powered by generative AI, Amicio automated and revolutionized its evaluations. The Diabolocom solution analyzes 100% of interactions with 80-95% accuracy, compared to only 3-5 calls per advisor per month previously. This provided exhaustive, objective analysis that freed supervisors to focus on coaching, significantly improved advisor satisfaction, and strengthened trust within their teams.

Amicio

Olivier Laurent

Deputy General Manager