Here’s What Happens to Calls ‘Recorded for Quality Assurance’ at AT&T

Say AT&T starts getting a bunch of angry calls about service quality from customers in a specific neighborhood.

The system can detect those complaints and chart them by location, allowing employees to isolate the problem and quickly brief customers on the situation.

It can even anticipate the kinds of questions a customer might ask so reps can be ready with the answers.

via Here’s What Happens to Calls ‘Recorded for Quality Assurance’ at AT&T.