TLIntel: AI Call QA & Compliance for Insurance Call Centers

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Fully integrate real-time conversation intelligence and compliance directly into your sales workflows with TLIntel. This sophisticated solution automatically analyzes every call, delivering essential capabilities, including automated call scoring based on custom scorecards and the crucial function of PII auto-redaction for full data privacy and regulatory adherence (HIPAA, PCI, CCPA). By seamlessly routing these rich insights, sentiment analysis, and precise compliance alerts directly back into your TLIntel lead records, this unified platform enables immediate action, streamlines dispositioning, and dramatically enhances your QA and agent coaching strategies without ever leaving your existing CRM environment (powered by Onscript.ai).

Real-time Data and Analytics

TLIntel is engineered to deliver conversation intelligence and QA data in near real-time. Call recordings automatically sync into the TLIntel analysis engine for rapid transcription and in-depth analysis. This analysis generates and routes rich metadata, scoring outcomes, and real-time flag alerts directly back into TLIntel’s lead records or designated QA views. This immediate data flow ensures that managers receive actionable insights instantly, allowing for prompt corrective measures regarding non-compliance, script deviation, or customer dissatisfaction indicators.

Performance Insights

TLIntel dramatically enhances performance monitoring by automating the QA process. All inbound and outbound calls are automatically scored against scorecards tailored to specific campaign criteria and scripts. This replaces manual review with detailed, objective data. Key performance insights within TLIntel include:

  • Scoring Outcomes: Final call scores for filtering and powerful tracking.
  • Sentiment Analysis: AI-powered voice sentiment detection.
  • Conversation Analysis: Detailed summaries and precise keyword detection.

These insights support robust, targeted coaching workflows, ensuring agent development is based on actual call events and performance metrics

Strategic Decision-Making

TLIntel consolidates objective conversation data to create a clear strategic foundation for managers and executives. This means you can:

  • Optimize Campaigns: Use scoring outcomes and sentiment analysis to improve campaign strategies and automate lead dispositioning.
  • Refine Training: Instantly identify customer trends and common objections to precisely update scripts and agent training.
  • Ensure Compliance: Access transparent scoring and audit trails for robust reporting that proves adherence to regulators (HIPAA, PCI, CCPA).

Optimizing Sales and Operations

TLIntel streamlines your entire process by replacing time-consuming manual effort with powerful automated intelligence, drastically boosting efficiency and quality:

  • Automated Efficiency: Fully automate call scoring, PII redaction, and disposition sync, allowing managers and QA teams to focus on strategy and coaching instead of manual review.
  • Instant Risk Mitigation: Receive immediate alerts when agents deviate from required scripts or compliance disclosures, enabling swift corrective action to protect your brand integrity.
  • Accelerate Agent Quality: Deliver highly targeted coaching based on specific call events, ensuring rapid agent development and continuous improvement in sales performance.

Real-Time Agent Coaching

TLIntel elevates coaching by giving agents continuous, in-the-moment support. The Agent Dashboard updates in real time, displaying live call analysis, keyword detection, sentiment shifts, and script-adherence indicators as the conversation unfolds. This empowers agents to course-correct instantly, handle objections more effectively, and maintain compliance without waiting for post-call reviews. Managers gain a direct view into live performance trends, making coaching more proactive, data-driven, and impactful. With real-time insights at their fingertips, agents improve faster, reduce errors, and deliver more consistent, high-quality customer experiences.