Soundtrack credit: Spark Of Inspiration by Shane Ivers – https://www.silvermansound.com. FULL TRANSCRIPT Narrator: Have you ever contacted a customer care centre to lodge a complaint and heard this? SFX: Phone ringing… click.. “This call may be monitored and recorded for quality assurance”. Narrator: In this episode of Built in Africa, we’ll be taking a look at how South African startup, Voyc, is working to improve how call centres handle customer experience with its AI-based software Narrator: Almost every organisation, especially in the finance space, that runs a call centre has to record and save all calls that come in. Later, a team of quality assurance professionals replays the recordings to study whether call centre agents are doing their job properly and resolving customer complaints satisfactorily. But there’s a problem. An average call centre with about 50 call agents can accumulate up to 7000 hours of calls a month. Can you imagine having to replay 7000 hours of calls in a month? Even with a team of 10 quality assurance professionals listening round the clock, it’d still take another month to get through them. Lethabo Motsoaledi: “In actual fact, only 2% of those calls are monitored. So they manually listen to only 2% of the calls. Meaning 98% of the time, if something wrong happens in that call, they only find out about it when you complain as a customer or when something terrible happens”. Narrator: That’s Lethabo Motsoaledi, co-founder and CTO of Voyc. Voyc, spelt V-O-Y-C, is a South African AI software company that helps businesses automate monitoring of contact centre interactions and extract valuable insights. At its core, what Voyc is doing isn’t necessarily new. Lethabo Motsoaledi: “The call centre environment is very much full ...