In the automotive sector, keeping things running smoothly isn’t just about getting the job done – it’s about getting it right. That means maintaining quality, ensuring customer satisfaction, and staying compliant with regulations. To support these goals, we’ve partnered with Contact Web to integrate their Quality AI (QAI) platform into our operations.
Contact Web specialises in AI-powered quality monitoring. Simply put, their system assesses customer interactions and helps us fine-tune our approach. This powerful tool provides real-time insights into service quality, compliance, and efficiency—key factors in running a successful and responsible business.
Why We’re Using AI Monitoring
The simple answer: it makes our processes more efficient. Instead of manually reviewing calls and customer interactions, QAI does it for us. It listens, analyses, and scores every interaction automatically. This allows us to instantly identify areas for improvement and address potential issues before they escalate.
Sentiment Analysis: Understanding Customer Emotions
One of the stand-out features of QAI is sentiment analysis—a system that recognises how customers are actually feeling, not just what they say. If a customer is frustrated, uncertain, or requires extra support, QAI flags it immediately. This ensures that those who need additional assistance receive it promptly, without having to ask twice.
Data-Driven Decisions, Not Guesswork
There’s a lot of talk about ‘data-driven decision-making’, but what does it mean? In practice, it’s about having the right information at your fingertips when you need it. QAI collects and processes data, turning it into actionable insights.
Instead of sifting through endless reports, we gain clear, real-time intelligence to enhance our operations. This includes:
- Identifying where conversations can be improved
- Pinpointing areas in customer service that need focus
- Ensuring compliance standards are consistently met
It’s all about working smarter, not harder.
Beyond Call Monitoring: A Complete Customer Journey View
Most AI tools only focus on monitoring phone calls, but QAI goes further. It tracks the entire customer journey, from the first point of contact to the final resolution. This holistic approach helps us refine our processes in real-time, ensuring that customers receive a smooth, fair, and efficient experience at every stage.
Improving Complaint Resolution
In the rare event that a complaint or dispute arises, QAI allows us to pinpoint exactly where the issue started. This means:
- Faster resolution times
- Greater transparency
- A more seamless experience for customers
No one enjoys dealing with complaints, but when they do happen, having this extra level of visibility makes a huge difference.
The Impact So Far
We’re still in the early stages of rolling out QAI, but the benefits are already clear. Our initial focus has been on:
Enhancing customer interactions – Identifying what works and what doesn’t
Supporting vulnerable customers – Quickly recognising those who need extra assistance
Streamlining internal processes – Reducing manual effort and improving efficiency
Boosting quality and compliance scores – Strengthening our regulatory framework
Richard Sharp, Chief Operating Officer, on the QAI Partnership
“We’re delighted to be partnering with Contact Web and rolling out their QAI platform across our operations. This cutting-edge technology gives my department leads instant access to crucial data, helping us make better, faster decisions. It’s a real game-changer for how we manage quality, support our teams, and deliver the best service for our customers.”
A Step Towards the Future
For us, partnering with Contact Web is about staying ahead of industry trends—not just keeping up. AI-powered quality monitoring is part of a wider innovation strategy to improve efficiency without compromising on service quality.
We’re also preparing for full FCA regulation by January 2026—building on our existing partial regulation. Ensuring that our quality and compliance processes are robust is a vital part of this journey. By using QAI, we can seamlessly manage regulatory changes while continuing to provide exceptional service.
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FAQ
What is AI-powered quality monitoring?
It’s a system that automatically checks and analyses customer interactions to improve service quality, compliance, and efficiency.
How does sentiment analysis work?
It picks up how customers are feeling based on their tone, language, and behaviour to allow us to improve our support.
Is AI replacing human quality control teams?
No. AI takes care of the time-consuming parts like call analysis and tracking trends, but human teams still make the final decisions and improvements.
How does this benefit customers?
It makes sure that every interaction is handled efficiently, complaints are dealt with properly, and extra support is given to those who need it.
Will this affect customer service response times?
It’s likely that response times will get quicker, as it will let businesses focus on the most important issues first.
