Case Study/ CareOps
Our client faces difficulties in auditing Spanish-language calls that need evaluation by English-proficient agents. This language barrier posses several challenges.
The organization faced limitations in auditing Spanish calls due to a shortage of Spanish-speaking agents and supervisors who were only proficient in English. Manual audits added to the challenge, being time-consuming, error-prone, and costly. Language differences also impacted reporting consistency, leading to fragmented analytics and region-specific decision gaps.
Utilized advanced NLP technology to accurately transcribe Spanish calls into English
Employed NLP and ML to extract key insights from transcriptions, enabling comprehensive report.
Integrated automated tools to efficiently identify and resolve service quality issues.
