Transforming Interaction Intelligence with AI + People
Unlocking real-time QA coverage for thousands of client calls - without adding headcount.
Benefits delivered
MagentIQ was engaged to stabilize operations, redesign QA from the ground up, and introduce a hybrid AI + People model that could scale rapidly while guaranteeing measurable outcomes.
2,100%
Increase in audit coverage - from 6.7% to 100% of calls audited.
99%
Reduction in time to QA – from 1 hour to 40 seconds.
$2.5m
Costs avoided to achieve same level of call coverage.
Success story
“You did in three months what would have taken us three years” - Chief Operating Officer
Our Customer
Our customer, a U.S.-based business advisory firm supporting tens of thousands of entrepreneurs and small businesses, faced a critical challenge: scaling Quality Assurance (QA) across 80+ sales consultants generating 400+ hours of daily calls.
Our Customer
Situation
- QA was originally designed to safeguard compliance, improve sales effectiveness, and reduce refunds. But the system wasn’t working.
- At best, fewer than 10% of calls were audited, and leadership lacked reliable data on performance or risk. Long, multi-hour calls went completely unchecked, exposing our Customer to compliance failures and revenue leakage.
- Directors wanted actionable insights to coach sales reps, protect revenue, and safeguard the customer experience - but the infrastructure wasn’t there.
Situation
- QA was originally designed to safeguard compliance, improve sales effectiveness, and reduce refunds. But the system wasn’t working.
- At best, fewer than 10% of calls were audited, and leadership lacked reliable data on performance or risk. Long, multi-hour calls went completely unchecked, exposing our Customer to compliance failures and revenue leakage.
- Directors wanted actionable insights to coach sales reps, protect revenue, and safeguard the customer experience - but the infrastructure wasn’t there.
Challenges
- Invested $1.25M in a custom software, which was abandoned.
- Scorecards, processes and grading guides were static, uncalibrated, and inconsistently applied.
- Only ~6% of calls were reviewed and analysis lagged by 3 months..
- Scripts and legal verbatims changed monthly, but QA couldn’t adapt fast enough.
Challenges
- Invested $1.25M in a custom software, which was abandoned.
- Scorecards, processes and grading guides were static, uncalibrated, and inconsistently applied.
- Only ~6% of calls were reviewed and analysis lagged by 3 months..
- Scripts and legal verbatims changed monthly, but QA couldn’t adapt fast enough.
Approach
MagentIQ’s unique approach blends human experts and AI agents (a multi-agent workforce), to:
- Deliver the work: Embedded Operators re-engineered Prime’s QA processes- stabilizing delivery, redesigning workflows, and ensuring 100% QA coverage.
- Evaluate AI potential within the ‘Living Lab’: Forward-Deployed Engineers created a digital twin of QA, re-engineering processes for AI-readiness, building data models, and piloting AI prototypes to prove value and feasibility.
- Agentify areas that will deliver value: AI agents were introduced to augment, not replace, people - scoring calls, producing verbatim audit trails, and adapting overnight to script changes.
- Optimize the hybrid workforce: Continuous calibration and real-time dashboards drove ongoing improvement, better coaching, and expansion into new use cases across the business.
Approach
MagentIQ’s unique approach blends human experts and AI agents (a multi-agent workforce), to:
- Deliver the work: Embedded Operators re-engineered Prime’s QA processes- stabilizing delivery, redesigning workflows, and ensuring 100% QA coverage.
- Evaluate AI potential within the ‘Living Lab’: Forward-Deployed Engineers created a digital twin of QA, re-engineering processes for AI-readiness, building data models, and piloting AI prototypes to prove value and feasibility.
- Agentify areas that will deliver value: AI agents were introduced to augment, not replace, people - scoring calls, producing verbatim audit trails, and adapting overnight to script changes.
- Optimize the hybrid workforce: Continuous calibration and real-time dashboards drove ongoing improvement, better coaching, and expansion into new use cases across the business.
Looking forward
Our customer and MagentIQ are now expanding beyond QA into sales optimization, multi-channel interaction intelligence, and agentic innovation such as real-time coaching agents and domain-specific AI models.
Ready to Agentify your organization
Talk to us about your new multi-agent workforce.
Ready to Agentify your organization
Talk to us about your new multi-agent workforce.
