From 1–3% of calls reviewed to 100%
Call analytics for Alta, a Georgian electronics retailer
Alta's quality team could listen to 1–3% of its customer calls. I built a pipeline on Vertex AI and Gemini that transcribes every call and scores it against the company's own quality criteria. Before any AI finding reaches a report, a truth-check gate verifies it against the transcript.
Every call is now reviewed. About 400,000 call minutes have been processed, roughly 6,700 hours of listening. Over seven months Alta sent 11 change requests; each was answered within a business day and shipped within two.