Retail Sector: Monitoring Service Quality

Challenge

A supermarket chain* needed a solution to monitor the quality of customer service provided by its sales associates.

The goal was to analyze thousands of hours of recorded conversations to determine customer satisfaction. However, the company’s strict security policy prohibited the use of cloud-based solutions.

*The company's name is not disclosed in compliance with confidentiality agreements.

Solution

Product: On-Premise Speech Recognition Software

The Lingvanex software was implemented to convert voice recordings into text without requiring Internet access.

The software was integrated via REST API with a device attached to each store employee’s badge. After each conversation, the transcribed text is securely sent to the client’s analytics system for evaluation.

Since transcription occurs entirely within the store's infrastructure, customer data remains fully protected from third-party access.

Results

With the Lingvanex solution, the client now freely analyzes thousands of hours of audio daily to evaluate the quality of customer service, ensuring high standards across all stores.