100% of calls assessed
fully automated
Our clients:
System efficiency in statistics
Flexible quality assessment models
Every company has its own quality standards, which is why AIQM allows you to create fully personalized conversation evaluation models. You decide what the system should verify—from key legal phrases to the stages of a sales conversation to the consultant’s level of empathy. With the ability to ask questions about the transcript using prompts, AIQM understands the context of the interaction, not just keywords. This ensures that the evaluation is always 100% tailored to your unique business goals..
Benefits for your company
Automate analysis and save over 95% in quality costs.
Analyze 100% of conversations with 92% accuracy.
Ensure RODO compliance and quickly identify training needs.
Automatic quality control in Contact Centers
AI Quality Management (AIQM) is a revolution in contact center quality control. Our AI-based system automatically analyzes 100% of calls, while the market standard is less than 5%. AIQM performs transcription and sentiment analysis 150 times faster than humans, with 92% accuracy, saving over 95% in costs. It is a tool that can be integrated with any contact center platform to ensure objective and consistent quality assessment in your company.
An objective response for agents based on 100% customer interaction.
Full transcription and sentiment analysis of every conversation.
Automate quality assessment and save over 95% in costs.
Gain a competitive advantage with 100% quality control.
Integrate with any CC system and ensure RODO compliance.
Get your analysis results 150 times faster.
Deep sentiment and emotion analysis
Simply following the script does not guarantee customer satisfaction. AIQM goes a step further than standard analysis by also examining sentiment and emotions in the conversation. Our artificial intelligence can identify signs of frustration, impatience, or satisfaction in the transcript, even when no obvious words are used. This allows managers to quickly identify interactions that, although formally correct, left a negative impression. It is an invaluable tool for training agents in soft skills and building true quality.
Full quality control
In the traditional model, managers are able to manually evaluate less than 5% of conversations, basing their decisions on a small and often unrepresentative sample of interactions. AI Quality Management revolutionizes this approach by automatically analyzing 100% of all phone calls and text messages. This gives you, for the first time, a complete, objective picture of service quality across your entire organization. Instead of guessing where the problems lie, you get hard data that allows you to make informed decisions and gain a real competitive advantage.
Real-time response
Traditional quality analysis is a post-factum activity – problems are identified weeks after the fact, when it is too late for effective intervention. AIQM processes conversations up to 150 times faster than humans, delivering results almost instantly. This allows supervisors to respond in real time, even during the campaign. This enables immediate correction of errors, implementation of quick training, and dynamic quality improvement, which directly translates into better business results and customer satisfaction.
Objective performance evaluation
Manual call evaluations are inherently subjective and prone to errors resulting from fatigue or personal preferences. AIQM eliminates this problem by guaranteeing a fully objective and consistent analysis with 92% accuracy. Each conversation is evaluated according to the same, defined criteria, 24 hours a day. For managers, this means access to reliable data for making personnel decisions, and for employees, it guarantees a fair and accurate assessment of their work, which builds trust and motivation within the team.
Full customization
Every business is different, which is why AIQM offers complete flexibility and personalization. You decide which indicators and criteria are key for your company. The system can be configured to verify compliance with a unique sales script, check the correctness of legal formulas, or analyze the level of empathy in customer contact. Thanks to advanced features such as asking questions for transcription using prompts, the system understands the context of the conversation, providing analysis perfectly tailored to your goals.
Support and security
In regulated industries such as finance and insurance, a single communication error can have serious consequences. AIQM acts as an automatic auditor that continuously monitors 100% of conversations for compliance with legal requirements (e.g., GDPR) and internal procedures. The system can automatically verify whether the consultant has provided all the required information or has used risky wording. This is a powerful support for compliance departments, minimizing the risk of errors and protecting your company’s image.
Opinions about the system
Implementation model tailored to your needs
Implementation process
FAQs
How exactly does artificial intelligence work in AIQM, and how accurate is it?
AI Quality Management bases its operation on advanced language models (LLM). The process begins with the automatic transcription of 100% of conversations and text interactions into text. Then, artificial intelligence analyzes this text according to a personalized evaluation model defined by you. The system verifies compliance with the script, the use of key phrases, and analyzes the sentiment of the conversation. The accuracy of this analysis remains at 92%. Although humans may achieve greater precision in individual assessments, AIQM is completely objective, does not tire, and applies the same criteria to 100% of interactions, whereas human analysis typically covers less than 5% of conversations and is prone to subjectivity.
Can AIQM be integrated with any contact center system, or do we have to use your AICC platform?
One of the key advantages of AIQM is its versatility and flexibility. Our tool has been designed as a standalone module that can be integrated with any existing contact center system, not just Altar’s AICC. We understand that many companies have already invested in their customer service platforms and do not plan to change them. AIQM can be connected to your current system to download recordings for analysis. This allows you to revolutionize your quality management without having to replace your entire contact center infrastructure, which can be costly and time-consuming. Our team of experts provides full support during the integration process to ensure a smooth and secure data flow.
What does the AIQM implementation and configuration process look like?
The AIQM implementation process is fully collaborative and focused on your unique needs. Yes, you decide what exactly the system should analyze. We start the process with joint workshops, during which our experts help you define key quality indicators for your business. Then, based on these findings, we create personalized assessment models. You can specify specific phrases that must be used (e.g., legal clauses), stages that must appear in a sales conversation, and even analyze soft skills such as empathy. We provide comprehensive training for your team so that managers can independently manage the system, modify criteria, and create new evaluation models in the future.
Does implementing AIQM mean that the role of quality manager is becoming redundant in our organization?
Absolutely not. Implementing AIQM does not replace quality managers, but revolutionizes their work and multiplies their effectiveness. The system relieves them of the most time-consuming and monotonous task – manually listening to a small percentage of calls. Instead, AIQM provides them with objective data and analysis of 100% of interactions. This allows managers to focus on strategic activities such as in-depth trend analysis, identifying the causes of problems, conducting targeted training, and providing individual coaching to consultants. The role of the manager is evolving from that of a controller to an analyst and trainer who makes decisions based on comprehensive data, which translates into real growth in team competence and lower turnover.
What are the costs of using AIQM and how do they translate into return on investment (ROI)?
The return on investment in AIQM is one of the fastest in the IT industry, as the system generates savings of over 95% of the costs associated with manual quality analysis. AIQM is capable of analyzing thousands of hours of conversations in the time it would take a human to evaluate just a few of them. For example, the cost of evaluating a 17-minute conversation using our system is approximately PLN 3.30. The costs of implementation and ongoing use depend on the scale and needs of the customer, but the ROI is visible almost immediately through a drastic reduction in operating costs, elimination of the need to hire additional quality analysts, and improved business results thanks to higher quality service and better training of teams.
Why is it worth working with us?
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AI Quality Management Altar – automation of quality analysis in Contact Centers
In today’s contact centers, where every interaction with a customer shapes the brand image, traditional quality control methods are insufficient. Manual analysis, which typically covers less than 5% of all calls, is not only time-consuming and costly, but also subjective and does not provide a complete picture of the situation. AI Quality Management (AIQM) from Altar is a practical revolution that solves these problems.
Our tool, based on advanced artificial intelligence, automates this process, enabling the analysis of 100% of interactions across all channels – voice and text. The system performs accurate transcription and then, according to a personalized evaluation model, verifies each contact for compliance with the script, use of required legal phrases (compliance), and even analyzes the sentiment of the conversation. Thanks to the flexibility of AIQM, you can define what is key for your business by creating dedicated indicators for sales, service, or debt collection campaigns. The measurable effects are immediate: the analysis is up to 150 times faster than human work, while maintaining 92% accuracy, which generates operational savings exceeding 95%. Most importantly, AIQM does not replace quality managers, but multiplies their effectiveness. It frees them from monotonous listening, giving them time for strategic data analysis, coaching, and real team development based on objective and complete data.
The system is scalable and can be integrated with any contact center platform, while flexible deployment models (SaaS or on-premises) allow it to be tailored to the needs of any organization.