Company

At the end of 2024, six super typhoons struck Southeast Asia, causing widespread power outages and disruption. A leading insurance brokerage had its QA operations based in the region. With the team offline, they could no longer review recorded customer calls, a key safeguard to ensure customers were protected, agents were covering everything required, and the business wasn't exposed to regulatory or legal risk.

After a rushed attempt to implement an AI review system on their own failed, they asked Genfin for help. We not only replaced their QA process but amplified it, enabling 100% call coverage instead of just 1%, unlocking unlimited labels and insights beyond sales and compliance checks, and freeing up their QA resources to focus on higher-value work.