Customer Service & Quality Monitoring
Quality Monitoring, End-to-End — AI Platform for Energie Norden
A custom AI platform for cross-channel customer-interaction analysis for Energie Norden, a German utility company — every interaction scored by AI against the company's own quality standards, feeding a live Quality Monitor.
Client
Energie Norden
Industry
Energy & Utilities
Date
2026
100%
Interaction coverage
6
Channels unified
Real-time
Quality insights
The Challenge
A hybrid human + AI support operation reviewed quality by manual sampling across scattered call, chat, and email systems. The process was slow, inconsistent, and could not give a real-time view of service quality or surface emerging issues early.
Our Solution
One pipeline ingests and aggregates every interaction from all channels — live chat, chatbot, phone, phone bot, social networks, and email. An AI layer scores each against the client's own criteria — tone, resolution, compliance, escalation risk — feeding a custom Quality Monitor app: management KPI dashboards, continuous tracking, and analyst drill-down. A data copilot answers natural-language questions about the data with cited evidence.
Inside the Project
Results
Manual sampling replaced by full-coverage, continuous monitoring across human and AI channels
Issues and complaint patterns surface in near real-time
Live service-quality view for management, root-cause drill-down for analysts
Analyst time redirected to higher-value investigation
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