How Selectra is automating quality monitoring of sales calls with speech-to-text AI

Selectra, a utility comparison and sales company, has enhanced its quality monitoring of sales calls by utilizing Gladia AI's speech-to-text technology and large language models (LLMs). This integration allows Selectra to automate the transcription and analysis of customer calls, enabling quicker and more accurate quality assessments and insights into customer needs and sentiments. The technology supports the company's significant call volume by improving the efficiency of quality assurance processes, where human agents now validate the model's findings. As a result, Selectra is able to provide better customer service and plans to further leverage audio intelligence features to extract detailed insights from customer interactions. The partnership with Gladia exemplifies the potential of advanced speech recognition and AI models in streamlining call center operations and enhancing customer experience.

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