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Contact Center Conversation Analytics

A conversation-analytics stack that scores calls for intent, compliance, and coaching moments across channels.

TransformersPythonFastAPINLP
Abstract teal and mint cover illustration for the Contact Center Analytics project, showing diarized call waveforms flowing into mint scorecard tiles.

Highlights

  • ASR + diarization tuned for noisy contact-center audio.
  • Compliance scorecards with per-clause evidence.
  • Coaching insights ranked by expected CSAT and AHT impact.

Outcomes

  • Lifted QA coverage from 3% to 100% of eligible calls.
  • Improved CSAT by 11 points on coached agent cohorts.

Stack

  • Transformers
  • Python
  • FastAPI
  • PostgreSQL
  • Kubernetes