Auditing 100% of inbound calls, automating complaint taxonomy at 94% accuracy, and governing every production agent across South & Central America and Mexico

The challenge

• QA sampled ≤5% of inbound while complaint leakage drove policy churn across Mexico and the wider region.
• Shadow agents lived in sandboxes with no named owner and no mapped process.

The approach

• QA and taxonomy agents on Genesys Cloud and Five9, with Whisper and Azure AI Content Understanding, scoring 12 criteria on every call.
• A global enterprise agent platform on Azure & Azure AI Foundry: 0 unmonitored sandbox agents, 100% named owner, 100% process mapping, one governance standard.