AI for Commercial Phone Service Quality in a Healthcare Company

01The Client

Multinational company providing healthcare solutions for dental and medical professionals, with a commercial team dedicated to telephone customer service.

02The Challenge

• Difficulty in monitoring and ensuring the quality of telephone service provided by the commercial team
• Lack of a systematic process for evaluating and providing feedback on customer interactions
• Inconsistency in service standards among commercial representatives
• Need to scale call analysis capacity without proportionally expanding the supervision team

03Implemented Solution

• Development of an AI-based process for analyzing and evaluating commercial team phone calls
• Automatic transcription of calls and content analysis using language models (LLMs)
• Automated identification of best practices, deviations, and service improvement opportunities
• Generation of insights and reports for supervisors and commercial team managers

04Strategic Differentials

• Generative AI applied to natural language analysis in a healthcare commercial service context
• Ability to analyze 100% of calls without proportional human supervision costs
• Continuous and standardized feedback, reducing subjectivity in team evaluations
• Integration with CRM and commercial management systems to enrich the context of analyses

05Results Achieved

• Improvement in the quality and consistency of telephone customer service
• Greater supervision and coaching capacity based on real interaction data
• Reduced time to identify deviations from service standards
• Generation of insights for continuous training and development of the commercial team