Case Study: CXReview achieves faster, more efficient call center operations with IBM watsonx.ai

Exploring the potential of generative AI to help make customer interactions more effective and efficient

CXReview, a conversation analytics platform for call center quality control and compliance, was facing the challenge of reviewing only a small fraction of high-volume calls while still meeting strict quality and regulatory requirements. Working with IBM, CXReview explored generative AI to make call monitoring more efficient and help its clients improve agent performance and customer experience.

IBM implemented a pilot using IBM Watson Discovery and IBM watsonx.ai, with plans to extend to IBM watsonx Assistant and IBM watsonx.governance. The first phase removed the need for agents to manually add call dispositions and is estimated to save around 23 hours per day, while also delivering near real-time insights and faster coaching opportunities.

CXReview

Jay Patel

Voice AI Specialist