AI Agent for Voice Call Quality Monitoring

AI Agent for Voice Call Quality Monitoring addresses the challenge of manually evaluating customer interactions, where growing call volumes limit review coverage and consistency. Traditional quality assurance relies on random sampling, which can miss systemic issues, delay feedback, and hinder performance improvements. This platform automates voice call analysis, providing scalable, consistent, and actionable insights across all recorded interactions.

Built on AWS, the solution leverages Amazon S3 for secure call storage and Amazon Transcribe to convert audio into text. Large language models hosted on Amazon Bedrock or Amazon SageMaker evaluate transcripts against defined quality, compliance, and behavioral criteria. AWS Lambda orchestrates transcription, analysis, and scoring workflows, while Amazon DynamoDB maintains historical trends and evaluation data.

Governance and security are enforced through AWS Identity and Access Management, AWS Key Management Service for encryption, and Amazon Virtual Private Cloud for network isolation. Amazon CloudWatch provides operational monitoring and audit visibility, while Amazon API Gateway enables integration with contact center platforms, dashboards, and training systems. The platform reduces manual effort, improves consistency, and drives better service and compliance outcomes.