Inside the build
What we shipped.
An AI platform that transcribes, analyses and scores every Arabic and English service call in real time.
A major Kuwaiti engineering firm handling over 500 daily calls in Arabic and English could review only a small fraction, leaving assessments delayed, subjective and critical issues undetected. Human QA teams simply could not listen to hundreds of bilingual calls each day.
We deployed a custom platform integrated with the call-centre infrastructure, combining real-time multilingual transcription in Arabic and English with conversation analysis of customer intent, emotional tone, agent response quality and resolution status. Automated scoring rated problem understanding, empathy, effectiveness and risk, while risk detection flagged unresolved issues, repeat complaints and distressed customers, and centralised dashboards gave managers live visibility into performance and trends.
Every system starts with one audit — a clear opportunity map for your business, before you build anything.