ExpertSource mitigates risk with CXReview and IBM Watson

ExpertSource, a leading provider of customer lifecycle solutions, faced significant challenges in ensuring call center compliance due to the sheer volume of interactions and the complexity of regulations. With over 300 agents each handling numerous calls daily, manually monitoring even a small percentage of interactions proved labor-intensive and costly. Non-compliance carried substantial financial risks, including litigation and damage to client relationships, particularly in the heavily regulated debt collections industry.

To address these challenges, ExpertSource partnered with CXReview and IBM to integrate artificial intelligence (AI) and machine learning (ML) into their call review process. Leveraging IBM Watson's AI capabilities, the enhanced CXReview solution could analyze 100% of call recordings for compliance-related content, going beyond simple keyword detection to understand natural language and adapt to evolving regulatory requirements. IBM Client Engineering played a crucial role in co-creating a minimum viable product within just eight weeks, demonstrating the power of collaborative innovation.

The implementation of the AI-powered CXReview solution has yielded remarkable results for ExpertSource. By monitoring all calls, the company has significantly improved its collection rates and reduced the number of costly legal claims. The solution also provides employees with real-time feedback on their performance against key compliance metrics, fostering a culture of compliance and continuous improvement. Moreover, the technology aids in onboarding new employees and empowers managers to enhance employee performance, leading to increased job satisfaction and reduced attrition.

ExpertSource's success story highlights the transformative potential of AI in enhancing compliance, improving customer experience, and driving business profitability. By embracing innovative solutions and fostering a collaborative partnership with technology providers, ExpertSource has positioned itself as a leader in the customer lifecycle management industry. Anil Wadhwa, CEO at ExpertSource Global Services, affirms that with CXReview, the company has moved from 2% to 100% monitoring, which improved collection rates and reduced legal claims.

Value Results:

• 100% Call Monitoring: Achieved complete oversight of all call center interactions.

• Improved Compliance: Reduced the number of legal claims and associated financial penalties.

• Increased Collection Rates: Boosted revenue through enhanced compliance and improved agent performance.

• Enhanced Employee Performance: Provided real-time feedback and guidance to agents, fostering a culture of continuous improvement.

• Reduced Employee Attrition: Increased job satisfaction by empowering managers to help employees perform better.