itel – Enhancing Post Call Analytics
Industry
BPO / Contact Centres
Services
AI Consulting Retainer
Data Engineering
Cloud Architecture
AWS Services
Bedrock, Glue, QuickSight, Lambda, Step Functions
Engagement Model
Retainer: US$10–20K/month
24-month initial term
Client Context
itel operates large-scale BPO operations with high interaction volumes and strict data, security, and governance requirements. As Jamaica’s largest homegrown customer experience partner, they process thousands of calls per day across multiple markets.
The Problem
- Manual quality assurance processes did not scale — only a small sample of calls could be reviewed
- Internal teams struggled to move AI initiatives beyond pilot stage
- High risk around governance, data security, and production deployment of AI systems
What Knightfox Delivered
- Designed and implemented a production-grade AI quality assurance framework (itelligence® platform)
- Integrated AI directly into live BPO workflows — not a separate tool, but embedded in operations
- Established governance, security controls, and ongoing optimisation processes
- Built data pipelines with AWS Glue for post-call analytics ingestion
- Created real-time dashboards with Amazon QuickSight for operational visibility
Measured Outcomes
- QA coverage increased from pilot-level sampling to near-full coverage
- 30–40% reduction in manual QA effort
- AI operating securely in production across live BPO operations
- Client expanded engagement from US$12K/month to US$30K/month within 18 months
Why This Matters
This engagement demonstrates real production AI in a regulated environment — not a proof of concept, but a system processing thousands of interactions daily with measurable business impact. It validates the AI consulting retainer model and shows renewal and expansion driven by operational value.