Case Study: a mid-sized customer support organization boosts QA coverage and compliance with Trellissoft’s PulseAI360 Agent Assist

Transforming QA And Compliance Visibility With Ai

A mid-sized customer support organization faced challenges with inconsistent quality assurance and compliance, as manual reviews covered less than 3% of interactions. This limited visibility created compliance risks and inefficiencies, with excessive time spent on after-call work. The organization sought a scalable, AI-based solution from vendor Trellissoft to automate its processes and improve agent productivity.

Trellissoft implemented its PulseAI360 Agent Assist platform, which uses generative AI to analyze 100% of customer interactions in real time for quality and compliance. This solution provided automated audits and instant agent coaching. As a result, the client achieved a 30x increase in QA coverage, a 60% reduction in compliance violations, and a 35% gain in agent productivity, transforming their approach to quality management.