Case Study: a UK housing association achieves scalable AI-driven quality assurance and better customer engagement with Enghouse Interactive

Enghouse AI Housing Association scales QA from 0.5% to 100% with Enghouse Interactive

A housing association, one of the UK's largest, faced a significant challenge in its contact center. With 150 agents, it could only manually sample 0.5% of customer interactions due to the intensive time and resource overhead involved. This left Enghouse Interactive's customer with insufficient data to gain meaningful insights into service quality or agent challenges.

Enghouse Interactive implemented its AI Quality Management solution, which uses AI to automatically evaluate 100% of recorded customer interactions. This provided the housing association with comprehensive, quantifiable data for the first time, enabling them to identify coaching needs, recognize outstanding agent work, and understand the effectiveness of their quality processes. The solution significantly improved efficiency with consistent and scalable quality management, moving them from assessing just 0.5% to 100% of interactions and obtaining new insights into service quality and customer engagement.