Case Study 22

AI Call Compliance & QA System

ClientUSA Call CenterLocationUSAServiceAI ServicesTimeline5–6 months
AI ServicesCall Center / BPOUSANLP + Speech AI + Python
The challenge

A USA call center with 1,500+ agents was manually sampling calls for compliance — covering only a fraction of conversations while violations went undetected and regulatory risk accumulated.

  • Manual auditing covered only a small sample — most calls unreviewed
  • Compliance violations from inconsistent agent scripting and missed disclaimers
  • No real-time monitoring for immediate quality intervention
  • High QA team cost reviewing recordings at scale — unsustainable
What we built

DH Solutions built a full AI-driven Call Compliance and QA Platform — replacing manual sampling with automated 100% call coverage, real-time compliance detection, and AI quality scoring.

  • AI call monitoring engine — speech-to-text transcription of all conversations
  • NLP compliance detection — keyword tracking, script adherence, violation alerts
  • Sentiment analysis engine for customer interaction quality assessment
  • Automated quality scorecard per call based on predefined compliance rules
  • Real-time dashboard with compliance heatmaps and agent-level drilldowns
  • Exportable compliance reports and agent scorecards for regulatory audits

Results & impact

Outcomes that moved the business

100%Call coverage
1,500+Agents monitored
70–85%QA workload reduced

Tech stack

Built with

Speech-to-Text AINLP CompliancePython / Node.jsReact / Next.jsPostgreSQL / MongoDBSentiment AnalysisAWS / UbuntuDistributed Arch.Queue Processing

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Questions & answers

About this project

What challenge did USA Call Center face before the AI Call Compliance & QA System?

A USA call center with 1,500+ agents was manually sampling calls for compliance — covering only a fraction of conversations while violations went undetected and regulatory risk accumulated.

How did DH Solutions solve it for USA Call Center?

DH Solutions built a full AI-driven Call Compliance and QA Platform — replacing manual sampling with automated 100% call coverage, real-time compliance detection, and AI quality scoring.

What results did the AI Call Compliance & QA System deliver?

70–85% — QA workload reduced. 100% call coverage, and 1,500+ agents monitored.

What technologies were used to build the AI Call Compliance & QA System?

DH Solutions built it with Speech-to-Text AI, NLP Compliance, Python / Node.js, React / Next.js, PostgreSQL / MongoDB, Sentiment Analysis, AWS / Ubuntu, Distributed Arch., Queue Processing.

How long did the AI Call Compliance & QA System project take?

DH Solutions delivered the AI Call Compliance & QA System for USA Call Center (USA) in 5–6 months.

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