Teams Call Quality AI Analyzer
Every Microsoft Teams call quality complaint meant a support ticket and a manual investigation call. We built an AI monitoring layer that flags real issues before they become tickets.
Overview
A fixed-scope engagement for a large enterprise organization. XLORIT built an automated Microsoft Teams call quality monitoring system that replaces manual ticket investigation with AI-powered analysis and real-time feedback collection. Delivered in one month, with an AMC ongoing and Phase 2 in planning.
IT support was flooded with call quality tickets, and each one needed a phone call
Every Teams call quality complaint raised a support ticket. The IT team then had to personally call the affected user, investigate what went wrong and resolve it manually. With 50+ calls a day across the organization, the volume was unsustainable. There was no automated way to tell genuine technical problems from user error, so every complaint got the same manual treatment.
- Every complaint became a ticket and a manual investigation call
- 50+ calls a day across the organization
- No way to separate real technical issues from user error
- Tickets filling faster than the team could clear them
Our Approach
We built an AI monitoring layer that flags real issues before they become tickets.
AI made accurate enough to act on, not just interesting enough to demo
Out of the box, GPT flagged good calls, returned vague analysis and produced output in the wrong format. At 50+ calls a day, a 50% false positive rate would have made the system worse than the manual process it replaced. Tuning the prompts, validating outputs and adjusting temperature got flagged-call accuracy to 95%, and halved the IT team's ticket volume.
- 50% of previous support ticket volume eliminated
- Manual investigation calls replaced by automatic issue capture
- 95% of flagged calls genuinely had technical issues
- 50+ calls monitored per day across the organization
- 5+ months of call quality records collected
- Phase 2 dashboard proposed by XLORIT and approved
Earlier, every call quality complaint meant a ticket and then a phone call just to find out what happened. Now issues get flagged automatically, and most of the time we know before the user even calls us. Our ticket volume dropped by half.
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