Case Study: Global Safety Detect Voice Company achieves 94% efficiency gain and zero missed events with IQVIA Detect Voice

Transform your ‘Business As Usual’ call center operations and strengthen your business continuity plan

Global Safety Detect Voice Company needed to monitor human–bot call interactions to identify safety risks and report potential off‑label use, while anticipating unpredictable surges (e.g., insurance renewals) that made manual review impractical. To remain compliant cost‑effectively, they engaged IQVIA and deployed its Detect Voice solution.

IQVIA’s Detect Voice automated voice‑to‑text transcription, applied IQVIA safety ontologies/NLP for entity extraction and confidence scoring, and fed prioritized outputs to human reviewers. The system reviewed 60,000 calls (1,817 days of audio) with 1.3 FTE, delivered a 94% efficiency gain and zero missed events, achieved 98% transcription accuracy, and met a 1‑day SLA for a 2,095‑call surge (handled with nine FTEs versus an estimated 204 FTEs without the technology).