Challenge:

One of the largest U.S. financial institutions operates a Consumer Contact Center with 12,000 agents handling approximately 6 million calls per month.

• Previous Quality Review and Risk Testing processes relied on manual transcript reviews by random sampling.

• Only 3 calls were being reviewed monthly per agent, equating to 0.8% coverage of total call volume.

• Manual reviews consumed over 24,000 hours per month and cost an estimated $14M annually.

• Limited coverage made comprehensive oversight operationally and financially impractical, leaving the organization exposed to risk and policy violations.

Solution:

The institution partnered with Palqee to deploy Prisma, a high-precision AI evaluation layer embedded in its own in-house solution.

• Prisma was applied to call center interactions to automate and scale customer authentication and Relationship Deepening policy adherence checks.

• The goal was to provide actionable insights into service quality while reducing risk exposure and operational costs.

  
  

Approach:

Prisma evaluated call transcripts against policy and control requirements with high precision.

The Prisma SDK was integrated with Llama to receive real-time transcripts of calls, leveraging its multi-agent architecture and human-in-the-loop (HITL) during the evaluation process to refine adherence checks.

It Provided visibility into call center performance trends and identified areas requiring attention.

Results:

• Automated analysis expanded coverage from 0.8% to over 85% of total call volume.

• Risk exposure reduced by 100x detecting previously unknown policy violations.

• Operational costs lowered by automating reviews, cutting reliance on manual processes.

• Better oversight achieved across call center performance and agent interactions.

• Enabled scalability and precision in policy adherence checks, supporting broader compliance initiatives.

Conclusion:

By implementing Palqee’s Prisma, one of the largest U.S. financial institutions transformed its Consumer Contact Center oversight.

Risks tied to limited manual reviews were mitigated and oversight expanded dramatically while costs decreased.

Business leaders gained confidence in deploying AI-driven evaluations across customer service operations.

Prisma proved to be a scalable, cost-effective, and compliance-focused solution, enabling regulated institutions to monitor service delivery with unprecedented precision and coverage.