Executive Overview
Reliant Capital Solutions (RCS), a leading financial-services provider, sought to modernize its call-center quality assurance (QA) process.
The company faced mounting challenges in manually analyzing thousands of daily customer-service calls for compliance, empathy, and performance.
By partnering with Yaqeen Technology Consulting LLC, an AWS Advanced Tier Services Partner with Generative AI Competency, RCS deployed a Generative AI-powered analytics engine on Amazon Web Services (AWS).
The solution automatically evaluates agent performance, tone, empathy, and regulatory compliance — achieving a 3× improvement in QA efficiency and significantly enhancing oversight and coaching effectiveness.
Challenge
RCS relied on manual review of call recordings to assess agent compliance and quality.
This process was labor-intensive, inconsistent, and difficult to scale, often delaying actionable QA insights.
Managers struggled to quickly identify non-compliant or high-risk conversations, while training programs lacked timely feedback loops.
RCS needed a real-time, scalable solution capable of:
- Automating QA and compliance scoring across thousands of calls daily
- Detecting tone, sentiment, and empathy in agent-customer interactions
- Generating actionable coaching insights for continuous improvement
- Maintaining full regulatory readiness and data privacy compliance
Yaqeen Technology implemented the Yaqeen GenAI QA Monitor™, a Generative AI-driven analytics engine built on AWS.
The solution ingests call recordings, converts them to text, and applies AI models to automatically score each interaction on compliance, empathy, and tone.
A prompt-based inference pipeline identifies both high-risk and coachable calls in near-real time.
- Auto-Scoring with Generative AI – Automated agent evaluation and compliance scoring
- Conversation Insights – Topic, keyword, and emotion extraction from every call
- Sentiment Analysis – Empathy and tone detection for both parties
- Agent Coaching Portal – Personalized feedback and performance tracking
- Seamless Integration – API-based link with existing telephony and CRM systems
Auto-scoring with GenAI has streamlined QA and boosted both compliance and agent performance
- BrunoDarren M.,
- Compliance Director, Reliant Capital Solutions
Performs sentiment and entity analysis
- 40% Reduction in After-Call Work
Automated summaries and scoring freed agents to handle more calls and reduce queue times. - Improved Agent Focus
With AI-generated call insights, agents concentrated on live interactions and empathy. - Faster Manager Decision-Making
Supervisors accessed real-time QA dashboards without manual transcript review. - Actionable Coaching Insights
Training plans became data-driven and personalized for each agent. - Enhanced Compliance & Quality
Continuous monitoring provided better audit trails and reduced regulatory exposure.
Yaqeen Technology Consulting LLC is an AWS Advanced Tier Services Partner specializing in AI/ML, data engineering, and cloud-native transformation.
The firm helps organizations modernize workloads and leverage Generative AI to automate compliance, enhance productivity, and drive innovation across regulated industries.
AWS Certifications Held by the Yaqeen Team
- AWS Certified AI Practitioner
- AWS Certified Machine Learning – Specialty
- AWS Certified Security – Specialty
- AWS Certified Advanced Networking – Specialty
- AWS Certified Solutions Architect – Associate
- AWS Certified Cloud Practitioner