Transforming Quality Processes and Interaction Analysis with AI-Powered QA
How Solu, a leading provider of customer service solutions and omnichannel automation in Latin America, optimized quality processes and gained actionable insights using AI while maintaining human control and regulatory compliance.
129.7%
Increase in Evaluations
3,000+
Interactions/Month
96%
Sample Size Increase
AI+Human
Unified Approach
Overview
Solu, a leading provider of customer service solutions and omnichannel automation in Latin America, faced the challenge of optimizing quality processes and interaction analysis in a rapidly growing, highly regulated environment. With the implementation of Oversai, Solu was able to centralize quality management, enhance team efficiency, and gain actionable insights using AI, all while maintaining human control and regulatory compliance.
The Challenge
Solu faced several key challenges in their quality assurance operations:
- •Manual QA processes developed in-house that were time-consuming and fragmented data across teams.
- •Limited auditing sample size of around 4% of total interactions, missing critical quality insights.
- •No measurement of sentiment analysis in customer interactions, missing opportunities to identify improvement areas.
- •Need to audit and improve customer service quality across multiple channels and client accounts while ensuring consistency and excellence.
The Solution
Oversai implemented an AI-powered QA and analytics platform, which allowed Solu to:
- •Centralized quality management and automated audit processes with AI-powered analytics.
- •Custom AI processes (scorecards) for automated quality audits tailored to specific client needs.
- •AI pre-filtering and prioritization of tickets with errors or negative sentiment, allowing human auditors to focus on critical cases.
- •Detailed reporting and visualization on usage and results, with API export capabilities and unified dashboards combining human and AI metrics.
Results
The implementation delivered transformational improvements across multiple dimensions:
- •Transitioned from manual audits to analyzing up to 3,000 interactions per month per process, with capacity to scale further
- •Increased evaluation coverage by 129.7%, improving quality oversight and uncovering critical issues
- •Implemented dynamic ticket distribution with adjustable analysis criteria and easy integration for new clients
- •Gained real-time visibility into AI usage, ticket distribution, and quality results at both macro and micro levels
- •Enabled sentiment analysis measurement for over 3,000 monthly interactions, providing previously unavailable insights
Key Achievements
Efficiency
Up to 3,000 interactions analyzed per month per process
Sampling
129.7% increase in evaluation coverage
Flexibility
Dynamic ticket distribution and easy client integration
"El equipo de Oversai combina tres pilares fundamentales que hacen que su solución sea altamente recomendable. En primer lugar, cuentan con experiencia y un profundo entendimiento de los procesos de QA aplicados a servicios de customer service, lo que les permite aportar valor técnico real. En segundo lugar, dominan la tecnología y están desarrollando su solución sobre una base tecnológica que, a nuestro entender, será tan disruptiva que transformará significativamente roles como el del analista de QA en los próximos años. Por último, tienen un enfoque flexible y personalizable hacia cada cliente, algo clave para empresas como Solu, que también se adapta a las particularidades de cada negocio. Por todo esto, consideramos que Oversai es un socio estratégico ideal para acompañarnos en el diseño del QA del futuro."
"The Oversai team brings together three key pillars that make their solution highly recommended. First, they have solid experience and a deep understanding of QA processes within customer service operations, which enables them to deliver real technical value. Second, they have strong technological expertise and are building their solution on a foundation we believe will be truly disruptive—one that could redefine roles like QA analysts in just a few years. Lastly, they offer a flexible and customizable approach tailored to each client, which is essential for companies like Solu that also adapt to the specific needs of every customer. For all these reasons, we see Oversai as an ideal strategic partner to help us shape the QA model of the future."
Mateo Figueroa
Solu
Looking Forward
Solu and Oversai continue to collaborate on incorporating new features, further automating processes with AI agents, and maintaining operational and regulatory excellence across all markets where they operate. The partnership represents a strategic alliance that positions both companies at the forefront of AI-driven quality assurance innovation.
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