Case Study: Selectra automates call quality monitoring with Gladia

How Selectra is automating quality monitoring of sales calls with speech-to-text AI

Selectra, a leading utility comparison and sales company, faced the challenge of manually monitoring the quality of thousands of daily sales calls, a time-consuming process for its quality assurance team. To automate this workflow and gain deeper insights from customer interactions, they turned to Gladia for its speech-to-text API to provide accurate transcriptions free of hallucinations.

By implementing Gladia's solution, Selectra automated its quality monitoring. The transcription output is fed to large language models to assess compliance, allowing human agents to simply validate the findings. This significantly enhanced the efficiency of the quality assurance workflow. Gladia's technology also enabled the extraction of customer sentiments and topics, providing more granular insights from every call.

Selectra

Alexandre Bouju

CTO Deputy Manager