How Kotak Life Scaled Call Audits from 5% to 100% with Agentic AI

Real-Time QA, Coaching, and Sales Assistance for BFSI Contact Centers with Callveriq

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How Kotak Life Scaled Call Audits from 5% to 100% with Agentic AI

5% → 100% Audit coverage
14 days → Same day Feedback cycle
~10% ↑ NPS uplift

Kotak Life Insurance's digital business unit runs a contact center where agents call customers to fulfil multiple regulatory, customer, and business-critical requirements throughout the sales journey. As the team scaled, ensuring consistent, compliant, and high-quality conversations across every call became a growing challenge.

Challenges

•Limited Audit Coverage - Only 5% of calls could be audited under the earlier manual sampling process, selecting a few agents each week for review.

•Delayed, Inconsistent Feedback - Agents received feedback once every fortnight, making the process slow, manual, and inconsistent.

•Subjectivity in QA - Manual audits introduced human bias and subjectivity into scoring and evaluation.

•No Real-Time Sales Support - Agents lacked an always-on assistant to help them navigate sales pitches and objection handling live on calls.

Callveriq's Solution

•100% Agentic AI Call Audits - Every call is now audited automatically, eliminating the sampling approach and human bias entirely.

•Instant, Continuous Feedback - Agents get same-day feedback instead of waiting for a manual QA reviewer to collate insights — enabling continuous improvement in their calling process.

•Real-Time Sales & Coaching Assistant - Callveriq acts as an always-on "sales buddy," helping agents rectify their pitch and post-sales conversations in real time.

•Agent & Team-Level Dashboards - Real-time, level-wise analysis gives both agents and center managers visibility into performance and compliance gaps as they happen.

•Know Your Agent (KYA) - Beyond compliance-driven KYC, Callveriq enables real-time visibility into agent behavior and performance — described as "Know Your Agent."

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•Call audit coverage jumped from 5% to 100%

•Need-analysis scores improved by almost 100%

•Objection-handling scores improved by almost 200%

•NPS improved by almost 10%

•Per-agent lead-to-login conversion rose 30-35%

•Deployed over an 8-month pilot, scaled gradually from a percentage of cases to full

100% coverage

The Kotak Life team highlighted Callveriq's understanding of customer psychology in financial product sales, and its ability to scale - with a roadmap both teams are optimistic about continuing to build on together.

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Industry

Life Insurance / BFSI

Use Case

Call Auditing, Agent Coaching & Sales Assistance

Team Size

10k+

Solution

Agentic AI for QA & Real-Time Coaching