From Fragmented QA to Full Visibility: Automating Quality and Churn Detection Across Every Channel
This telecommunications leader partnered with Trusst AI to unify QA, automate interaction analysis, and gain real-time visibility across voice, chat, and email. In just 60 days, Trusst AI delivered full QA coverage, surfaced churn and hardship signals, and enabled predictive CX insights — all while running securely in their AWS VPC.
The Challenge
A leading telecommunications provider was facing a fragmented customer experience ecosystem.
Less than 1% of customer conversations were being reviewed, and insights arrived too late to make a difference.
Manual QA sampling created blind spots, while inconsistent wrap-up codes and siloed systems led to missed trends, reactive coaching, and rising churn risk.
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The Solution
The business partnered with Trusst AI to deploy automated QA and interaction analytics across voice, chat, and email.
In a 60-day Launchpad phase, Trusst AI was integrated into their AWS Virtual Private Cloud, validating impact within a live environment and securing business-wide adoption.
With agentic architecture foundations now in place — including automated QA, AI-generated summaries, and AI-assisted workflows — the organisation began shifting from reactive quality checks to proactive, data-driven CX operations.
The Service
The Impact
- 100% QA Coverage across voice, chat, and email
- ~17% Uplift in QA Efficiency across 500+ queues
- <1% False Negative Rate in churn & risk detection
- Real-Time Insights now generated in minutes
- Proactive Retention Strategy built on predictive triggers
CX, product, and marketing teams now operate with a unified, real-time view of every customer — enabling faster decisions, earlier interventions, and measurable impact on retention and service quality.
“It’s really hard to say which is better — the product or the people behind it. Working with Trusst AI has been such a great experience.”
— Head of CX Operational Excellence, Leading Telecommunications Provider
