The Hidden Value of Audio: Lessons from Implementing AI in Contact Center

No data should go unnoticed in the company. When we stumbled upon old, forgotten audio files gathering digital dust, our eyes lit up—these seemingly idle recordings turned out to be a rich source of insights, just waiting to be analyzed. We quickly mapped out the plan: download the files, transcribe them, extract the useful details—and just like that, a whole beautiful project was ready to roll. It may be hard to imagine all the little pitfalls, twists, and bumps that come with an initiative like this. How to measure conversation quality when all you have are mono-channel audio files? How to evaluate the AI system itself? How can prompts be updated safely without introducing risk? And how to make the solution fully compliant? We faced these challenges, and we’re excited to share our journey. The session will cover how we used AI to ensure quality and compliance in the contact center and the simple but effective solutions we applied.