Every call, in the language it was spoken

Why we built it

Many collections teams handle Spanish calls every day, and those calls need the same QA and compliance checks as English ones.

proInsight used to rely on the dialer to say what language a call was in, and assumed English if it didn't. When a Spanish call was mislabeled, its Spanish parts were dropped from the transcript, tags were missed and the scorecard judged only part of the call.

How it works

proInsight's AI now works out the language of each call from the audio itself.

• Language is detected separately for the agent and the consumer.
• Calls detected as Spanish are transcribed and translated in full, then tagged and scored like any other call.
• Spanish calls your dialer mislabeled as English are caught and processed correctly.
• It's switched on per call source, with no change to how your team works.
• Other languages can be added as you need them.
• In testing on 4,417 real calls, it identified Spanish with 99.2% accuracy.

What you get

Every call is scored on everything that was said, in the language it was said. Agents are judged fairly, and Spanish-speaking consumers get the same oversight as everyone else.

Automatic language detection is available in proInsight today. Ask your Prodigal team to enable it for your call sources.