Speech Analytics Sales Pitch Qorus-NTT DATA Innovation in Insurance Awards 2026

The project was created to address a critical need within commercial operations: understanding why some agents consistently sell while others do not, identifying what happens in the crucial minutes before a customer hangs up, and standardizing performance in an environment historically driven by intuition, individual experience, and minimal manual supervision. With 600 agents handling thousands of calls per day, traditional audit methods—based on subjective feedback and a 1% manual sample—were insufficient, biased, and operationally unsustainable.

The solution is an Artificial Intelligence platform capable of listening to, understanding, and systematically analyzes calls. Through large-scale transcription (WhisperX), semantic analysis (Azure OpenAI), secure anonymization (Presidio), and high-volume processing (Spark), the system identifies winning behaviors, evaluates both hard and soft commercial skills, and generates personalized feedback for every agent. The objective is not to replace human supervisors but to empower them with consistent, objective, and evidence-based insights to support and develop their teams.

The initiative is inspired by the ambition to democratize the talent of top performers, transforming their best practices into collective operational knowledge. It is supported by agile methodologies, human-in-the-loop cycles, and continuous collaboration between Business, Quality, Operations, Technology, and Advanced Analytics.

Regarding the competitive landscape, existing speech analytics tools tend to provide generic metrics or surface-level insights. Our approach is distinctive because it combines deep semantic understanding of call phases, automated scoring of commercial skills, and actionable training insights that directly enhance workforce development.

To date, the project has delivered a 95% reduction in quality-analysis time, a shift from random sampling to systematically analyzes calls, faster ramp-up for new agents, and the establishment of a data-driven commercial culture. The organization now captures the full value of every interaction, transforming commercial operations into a more efficient, fair, and scalable environment.