From 7,500 to 70,000 Calls Analyzed: Mycredit’s AI Revolution

Business Challenge

Mycredit, a fintech company, sought to elevate the performance of its call center without expanding its workforce. Operating four client-facing departments, the company managed 70,000 calls monthly. However, the supervisory team could only review 250 calls daily, totaling 7,500 calls per month—roughly 10% of the total volume. This left the majority of interactions unexamined, hindering the ability to assess operator performance, identify improvement areas, or make data-driven decisions for call center growth.

The requirements were clear:

• Develop a service to analyze audio recordings of all calls.

• Provide accurate transcriptions and detailed conversation insights.

• Generate quality scores for individual calls and operator performance.

Our Solution

After evaluating AI-driven technologies, Artjoker’s team designed a tailored call analytics platform to address Mycredit’s needs. The solution was built to:

• Seamlessly integrate with Mycredit’s existing telephony infrastructure.

• Process audio files from all calls efficiently.

• Transcribe and analyze conversations using advanced AI, delivering actionable insights and quality scores for both calls and operators.

This approach enabled comprehensive call monitoring, empowering Mycredit to optimize operations and enhance client interactions without additional staffing.