PhysicsWallah - Transforming Call Center Operations with AI-Powered Auditing
PhysicsWallah partnered with Wohlig Transformations to implement an AI-powered call auditing system, revolutionizing their quality assessment process and enhancing customer service operations.
Overview
PhysicsWallah, a leading educational technology company, collaborated with Wohlig Transformations Pvt. Ltd. to enhance their call center operations through AI-powered automation. The project focused on implementing an advanced auditing system capable of processing and analyzing 10,000 call recordings across various educational segments, including JEE, NEET, UPSC, GATE, and CA courses.
The Challenge
PhysicsWallah faced several critical challenges in maintaining consistent quality across their call center operations:
Large Volume Processing: Managing and auditing 10,000 call recordings efficiently while maintaining high accuracy standards.
Diverse Course Categories: Handling calls across different educational segments (JEE & NEET: 80-85%, UPSC, GATE & CA: 15%) with varying requirements.
Quality Consistency: Ensuring uniform quality assessment and maintaining a deviation target of less than 5%.
Manual Effort: Significant time and resources required for manual auditing of calls.
The Solution
Wohlig Transformations implemented a comprehensive strategy to address these challenges:
AI-Powered Auditing System:
Developed an automated system using Google Cloud's Vertex AI and Gemini models
Implemented advanced transcription capabilities with 99% accuracy
Created sophisticated scoring mechanisms for quality assessment
Quality Framework:
Established automated scoring systems with clear metrics
Implemented validation checks for accuracy
Developed comprehensive reporting frameworks
Integration Architecture:
Seamless integration with existing call recording systems
Connected with quality management platforms
Implemented robust analytics dashboards
Key Results
Automated Efficiency:
Reduced manual auditing effort by 90%
Achieved 99% transcription accuracy
Successfully processed 10,000 calls efficiently
Cost Benefits:
Reduced operational costs by 40%
Optimized resource utilization
Improved ROI on auditing process
Quality Improvements:
Maintained deviation under 5%
Implemented consistent evaluation criteria
Enhanced lead classification accuracy
Scalable Infrastructure:
Flexible system handling varying call volumes
Easy capability expansion
Robust performance metrics
Technical Implementation
The solution leveraged several key Google Cloud services:
Vertex AI & Gemini Models for core AI processing
BigQuery for data warehousing and analytics
Cloud Storage for secure data management
Cloud Functions for serverless operations
Cloud Monitoring for performance tracking
About PhysicsWallah
PhysicsWallah is a pioneering educational technology company specializing in online learning solutions. They focus on providing quality education across various competitive exam categories including JEE, NEET, UPSC, GATE, and CA. With a large volume of customer interactions through their call center operations, they needed an efficient solution to maintain quality and consistency in their communication processes.
About Wohlig Transformations Pvt. Ltd.
Founded in 2015, Wohlig Transformations specializes in GenAI and DevOps services, with a team of over 160 members across India, the UK, and the UAE. Their expertise in implementing AI solutions has helped numerous organizations achieve digital transformation goals.
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