Case Study: National Health Authority achieves improved agent performance and patient experience with Ozonetel Speech Analytics

How the World’s Largest Insurance Scheme’s Helpline transformed Agent Performance with our Speech Analytics Solution

National Health Authority (NHA), the apex body running India’s Pradhan Mantri Jan Arogya Yojana (Ayushman Bharat), needed better speech and sentiment analytics to understand beneficiary needs and improve contact center processes. Ozonetel was chosen as the contact center partner (implemented for Tech Mahindra) to provide its Speech Analytics and Sentiment Analysis solution to capture emotions, pitch, interruptions and other call metrics that were previously hard to track.

Ozonetel deployed an AI-driven, real-time speech analytics dashboard and automated agent scoring that analyzes 100% of calls (language‑agnostic) and surfaces metrics like speaking rate, sentiment, information retrieval time and interruptions. As a result, NHA achieved faster, targeted training and improved agent performance within a single quarter, improved call quality monitoring and overall efficiency, and saved managers about 30 hours per month—outcomes delivered by Ozonetel ahead of schedule.

National Health Authority