Turning Every Interaction Into Insight: Real-Time QA, Churn Detection, and Proactive CX
100,000+ Customers | ~200 Agents
The Challenge
A rapidly growing internet provider faced increasing churn, repeat calls, and regulatory pressure.
Manual QA processes reviewed less than 1% of customer interactions — leaving major blind spots in compliance, agent coaching, and customer satisfaction insights.
High average handle times (11 minutes), repeat calls (~75%), and rising TIO escalations further strained operations. With post-call surveys and wrap-up codes offering limited visibility, the organisation lacked the ability to proactively detect dissatisfaction or churn signals.
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The Solution
To validate the impact safely, the business launched a 30-day Proof of Value phase with Trusst AI — deploying the platform within its AWS environment and integrating it across Sales, Support, and Technical queues.
From day one, Trusst AI surfaced key CX risks including churn intent, TIO escalation risk, and vulnerability mentions.
By automating QA and applying bespoke evaluation criteria for each queue, the provider gained real-time visibility into performance and compliance while reducing manual workload.
The Service
The Impact
- 100% QA Visibility across all voice and chat interactions
- ~20% Expected Reduction in AHT and repeat calls
- 12% of Calls flagged with churn signals for proactive retention
- 2% of Calls flagged with TIO escalation risk
- Real-Time Analytics now inform product, marketing, and CX decisions
By transforming manual QA into a continuous intelligence loop, the organisation now detects risk before it escalates, improves coaching effectiveness, and drives measurable gains in efficiency and retention.
“The visibility we have today is night and day compared to before. We’re no longer guessing — we’re acting on data in real time.”
— Head of Customer Experience Transformation, Fast-Growth Internet Provider
