The challenge
A leading Colombian telecom operator managing millions of monthly customer interactions faced persistent CX and operational challenges:
- Low QA coverage - only 2% of calls analyzed due to manual processes and capacity limits.
- Misclassified call intents - inconsistent human tagging reduced resolution accuracy.
- Missed product opportunities - lack of actionable data limited cross-sell/up-sell targeting.
- No visibility into customer sentiment - unable to proactively address churn risks.
- Gaps in quality assurance and KPIs - limited coaching and compliance tracking at scale.
The solution
We deployed Wavenet’s Sense AI Post-Call Analysis platform, engineered for carrier-scale conversational intelligence with:
- 100% automated call analysis - replacing manual QA bottlenecks.
- AI-driven intent and sentiment detection - with advanced speech to text analysis.
- Granular KPI extraction - AHT, silence, interruptions, and drop-off trends.
- Root cause and trend analytics - pinpointing recurring service issues with advanced dashboards.
- Built for telco-grade scale - platform ready to analyze millions of calls monthly in real time.
The outcome
In just 60 days, the operator achieved measurable uplifts in CX and efficiency:
- 9% faster call resolution - AHT reduced by ~1 minute
- 24% less agent silence - stronger engagement and responsiveness
- 24% fewer interrupted calls - improved call stability
- 18% fewer dropped calls - enhanced customer experience
- +2% customer retention uplift - within PoC period
- 8% agent performance - improvement
