AI-Powered Call Intelligence: From Quality Control to Strategic Insight Qorus-NTT DATA Innovation in Insurance Awards 2026
Saudi ArabiaCategory
Operations & Workforce ExcellenceKeyword
Customer service, AI & Generative AI, Strategy & Business model, Contact center & ChatbotsBusiness Line
Commercial InsuranceDistribution Channel
Agents
Innovation presentation
The solution leverages Generative AI to enable automated insight extraction across 100% of customer interactions, interpreting conversations contextually to identify customer behavior patterns, service enhancement opportunities, workflow optimization areas, and compliance indicators. Beyond individual agent evaluation, the platform delivers enterprise-level visibility into: • Customer interaction trends and emerging themes • Digital engagement effectiveness • Productivity improvement opportunities • Experience enhancement drivers • Strategic CX performance indicators This elevates the contact center from an operational function to a strategic intelligence engine. Rather than relying on limited manual sampling, ART now analyzes interactions at scale, converting unstructured voice data into structured, decision-ready intelligence. This marks a shift from reactive quality control to proactive, AI-driven business optimization.
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