Call centers were only reviewing 2% of calls for quality and compliance due to the manual burden of listening and summarizing calls. This created operational blind spots, increased risk exposure, and limited coaching effectiveness—especially for large clients handling 50,000+ calls per day.

CXReview partnered with IBM to implement watsonx.ai for automated call summarization, removing the need for manual disposition notes. The pilot used IBM Watson Discovery for quality checks and explored integrating watsonx Assistant for querying call data in natural language. Future phases will add watsonx.governance to manage AI model performance and compliance.