Yaqeen GenAI QA Monitor™
Voice Call Analytics and Agent Compliance Scoring with Generative AI
Reliant Capital Solutions, a leading financial services provider, faced challenges in manually analyzing high volumes of daily customer service calls. The company deployed a Generative AI-powered analytics engine on Amazon Web Services (AWS) to automatically score agent performance, tone, empathy, and compliance, resulting in a threefold improvement in QA efficiency and enhanced regulatory readiness.
Reliant Capital was manually reviewing thousands of calls each day to assess agent compliance, empathy, and adherence to internal policies. This manual effort was time-consuming, costly, and lacked scalability, leading to delays in quality assurance (QA) insights and potential regulatory exposure. Leadership needed a scalable, real-time solution to automate compliance scoring and elevate coaching effectiveness.
The AWS Partner implemented a Generative AI-based analytics engine that ingests call transcripts and scores each interaction based on compliance, tone, and empathy. Using a prompt-driven model and sentiment detection, the system identifies both high-risk and coachable calls.
AWS Services Used:
Amazon Transcribe for audio-to-text conversion
Amazon Comprehend for sentiment analysis
Amazon Bedrock for embedding foundation model inference
AWS Lambda for serverless processing
Amazon S3 for storing call data and transcripts
Amazon QuickSight for visual reporting and dashboards
“Auto-scoring with GenAI has streamlined QA and boosted both compliance and agent performance.”
— Darren, Compliance Director RCS
Real-Time Conversation Insights: Allowed supervisors to monitor live calls and post-call interactions without reviewing lengthy transcripts.
Sentiment Analysis & Call Scoring: Assessed both customer and agent sentiment, identifying frustration, confusion, or satisfaction.
Agent Coaching & Training Insights: Scored calls based on talk-to-listen ratio, interruptions, non-talk time, and detected issues—helping improve agent performance.
Seamless Integration: Insights were embedded directly into Reliant’s existing analytics applications for inbound and outbound operations.
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40% Reduction in After-Call Work
Agents saved valuable time, allowing them to handle more calls and reduce queue times.
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Improved Agent Focus
With call summaries handled by AI, agents concentrated on delivering better service during live interactions.
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Faster Manager Decision-Making
Managers quickly understood customer context without digging through transcripts.
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Actionable Coaching Insights
Training programs were personalized using data-driven feedback from real interactions.
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Improved Compliance & Quality
Enhanced visibility into agent behavior and customer pain points strengthened both quality control and compliance protocols.
Yaqeen Technology Consulting LLC is an AWS Advanced Tier Partner with deep expertise in AI/ML, data engineering, and cloud-native transformation. Yaqeen empowers clients to leverage Generative AI solutions for operational efficiency and compliance automation across regulated industries.
Yaqeen GenAI Business CoPilot™
Turn speech into actionable insights with GenAI and real-time data
Entrepreneurs, freelancers, and small business owners often need quick answers to financial questions but lack the time or expertise to navigate accounting dashboards. From monitoring overdue invoices to analyzing cash flow spikes, users struggle with manual data interpretation—especially when multitasking or working remotely.
Legacy accounting tools like QuickBooks provide valuable data, but lack conversational, voice-first interfaces. There was no seamless way to interact with financial data using natural language, and no real-time assistant that could proactively deliver alerts, summaries, or trend insights—hands-free.
Yaqeen Technology built a Voice-Enabled Financial Copilot, an AI-powered assistant that connects securely to QuickBooks and responds to spoken financial queries in real time. The solution uses AWS services, Large Language Models (LLMs), and Retrieval-Augmented Generation (RAG) to provide natural, context-aware responses via voice or screen.
Key Capabilities:
Conversational Financial Assistant: Ask natural questions like “What were my Q2 expenses?” and get real-time spoken responses.
Real-Time Integration: Securely connects to QuickBooks APIs to access up-to-date financial data.
RAG-Enhanced Intelligence: Combines financial records with knowledge from invoices, contracts, or tax docs.
Voice Output: Answers can be read out via Alexa, mobile apps, or web interfaces.
Smart Alerts: Users are notified about unusual spending or overdue invoices.
Voice-Enabled Financial Copilot
A GenAI-powered assistant that provides real-time responses to spoken financial queries by securely connecting to QuickBooks
Enterprise System Integration:
Connected QuickBooks with other core systems, allowing financial data to sync across departments in real time.
Cost Optimization:
Eliminated the need for on-premises servers and IT maintenance, reducing total cost of ownership.
Scalability for Growth:
Built a scalable architecture that allows PointApogee to expand resources without hardware upgrades or software reinstallation.
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User: “How much did I spend on marketing last month?”
AI Assistant: “You spent $7,820 in May—12% more than April.”
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User: “Any overdue invoices from top clients?”
AI Assistant: “Yes. Acme Corp has an overdue invoice of $3,200, 15 days past due.”
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User: “Summarize my profit and loss for this quarter.”
AI Assistant: “You earned $42,000 in net income, with $95,000 in revenue and $53,000 in expenses.”
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Hands-Free Insights
Users access financial data anytime, without logging in or clicking reports.
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Faster Decision-Making
Real-time summaries and alerts improve business responsiveness.
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Reduced Complexity
Non-finance users interact easily with financial systems using voice.
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Secure and Scalable
Built on AWS for high reliability, user access control, and flexibility.
Yaqeen Technology Consulting LLC is an AWS Advanced Tier Partner with deep expertise in AI/ML, data engineering, and cloud-native transformation. Yaqeen empowers clients to leverage Generative AI solutions for operational efficiency and compliance automation across regulated industries.
Yaqeen GenAI Clinical Scribe™
GenAI-Powered Clinical Note Automation for Mental Health Providers
A leading mental health clinic partnered with Yaqeen Technology to reduce physician burnout and improve documentation accuracy. By deploying a secure, GenAI-powered solution on AWS, the clinic automated transcription and clinical note generation, with notes seamlessly integrated into the Electronic Medical Record (EMR) system—freeing up provider time and enhancing patient care.
Psychiatrists were manually documenting patient sessions—an error-prone, time-consuming process that extended into after-hours. This led to inconsistent records, provider fatigue, and limited time for patient engagement. The lack of real-time transcription and automated note updating slowed clinical workflows and introduced compliance risks.
Yaqeen Technology, an AWS Partner, implemented a Generative AI-powered solution built on AWS services:
Amazon Transcribe for real-time transcription
Amazon Comprehend Medical to identify clinical insights
Amazon Bedrock to generate structured clinical notes via dynamic prompts
AWS Lambda for orchestration and EMR API integration
Amazon S3 for secure transcript storage
Generated notes are automatically updated to the clinic’s EMR, ensuring seamless documentation without manual entry.
“With GenAI and AWS, we finally have real-time, accurate notes in our EMR—without the after-hours burden.”
— Dr. Sarah Mitchell, Medical Director
Sentiment & Contextual Analysis:
Advanced NLP techniques detected tone, urgency, and emotional cues—essential for risk scoring and prioritization.
Relationship Discovery:
The platform identified contextual links between documents, revealing trends, dependencies, and case histories at scale.
Manual Validation for Compliance: While 90% of work was automated, RMS could manually review and validate AI/ML results to ensure full compliance with regulatory standards.
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70% Reduction in Documentation Time
Psychiatrists now spend significantly less time documenting after each session.
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Real-Time EMR Integration
Clinical notes are automatically updated to the EMR within minutes of each appointment.
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Reduced After-Hours Workload
Physicians no longer need to finish documentation outside clinic hours.
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Improved Compliance Accuracy
AI-generated notes are consistent, complete, and aligned with regulatory standards.
Yaqeen Technology Consulting LLC is an AWS Advanced Tier Partner specializing in deploying GenAI-powered automation, NLP, and real-time analytics solutions. We help regulated industries transform manual quality processes into intelligent, scalable, and audit-ready systems on AWS.
Yaqeen GenAI SMS Sentinel™
SMS/Text Message Sentiment Analysis and Compliance Scoring with GenAI
Recovery Management Services (RMS), a financial services provider, needed a scalable way to ensure that thousands of daily SMS messages adhered to compliance standards and maintained proper tone. By implementing a Generative AI (GenAI)-based analytics pipeline on AWS, the company now auto-scores 90% of text messages in real-time, significantly reducing regulatory risk and enhancing customer communications.
With thousands of SMS messages exchanged daily, RMS faced the challenge of manually reviewing texts for tone, sentiment, and policy adherence. The manual process was time-consuming, inconsistent, and insufficient to detect potential escalations or compliance issues, increasing exposure to regulatory penalties and customer dissatisfaction.
The AWS Partner implemented a Generative AI-based SMS analytics pipeline that evaluates the sentiment, tone, and compliance of each text message in real-time. Messages are automatically scored, flagged for escalation, and stored for audit-ready insights, enabling proactive quality assurance (QA).
AWS Services Used:
Amazon Bedrock for foundation model inference
Amazon Comprehend for natural language processing and sentiment detection
Amazon S3 for storing SMS data
Amazon DynamoDB for real-time metadata tracking
AWS Lambda for serverless orchestration
Amazon SNS for real-time alerting and escalations
“Now we catch and respond to compliance issues instantly—this GenAI SMS tool is a game-changer.”
— Darren, Compliance Director
Sentiment & Contextual Analysis:
Advanced NLP techniques detected tone, urgency, and emotional cues—essential for risk scoring and prioritization.
Relationship Discovery:
The platform identified contextual links between documents, revealing trends, dependencies, and case histories at scale.
Manual Validation for Compliance: While 90% of work was automated, RMS could manually review and validate AI/ML results to ensure full compliance with regulatory standards.
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90% of SMS Messages Auto-Scored
GenAI processed and scored 90% of messages in under 5 seconds, eliminating manual review delays.
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Real-Time Alerts for High-Risk Content
Immediate notifications enabled quicker escalation and resolution of compliance-sensitive messages.
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Reduced Regulatory Risk
Automated sentiment and compliance checks ensured consistent monitoring and audit readiness.
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Improved Agent Messaging Performance
Insights into tone and sentiment helped agents refine communication and maintain brand consistency.
Yaqeen Technology Consulting LLC is an AWS Advanced Tier Partner specializing in deploying GenAI-powered automation, NLP, and real-time analytics solutions. We help regulated industries transform manual quality processes into intelligent, scalable, and audit-ready systems on AWS.
Customer Success Story
AI-Driven Contact Center Optimization
- Difficulty forecasting call volumes and staffing needs
- Limited visibility into customer behavior patterns
- Higher agent workload and inconsistent outcomes
- Inability to personalize outreach strategies
Customer-Agent Matching:
AI-powered routing to match customers with the most suitable agents based on behavior, case type, and historical data.
Contact Forecasting:
Predictive modeling to forecast call volume trends and peak contact times.
Staffing Optimization:
AI-based staffing recommendations to reduce overstaffing or understaffing and maintain service levels.
Preferred Communication Channels:
Identify the best channel (SMS, email, phone) for each customer to increase response rates.
Best Time to Contact:
Optimize outreach windows to improve connection and recovery rates.
Recovery Curve Forecasting:
Model account behavior to predict payment timelines and maximize recovery.
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Analytics Dashboards
Delivered intuitive dashboards to monitor performance KPIs, customer engagement trends, and agent effectiveness.
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AI Model Training & Tuning
Continuous improvement of models using historical performance data and agent feedback.
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Integration with Existing Systems
Seamlessly integrated with Reliant’s CRM and dialer tools to ensure smooth operations.
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Strategic Consulting
Guided Reliant through change management and adoption strategies to ensure measurable outcomes.
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Reduced Handling Time
Agents resolved cases faster with predictive insights and better match logic.
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Higher Connection & Response Rates
Targeted outreach strategies boosted engagement and repayment activity.
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Operational Cost Savings
Smarter staffing and reduced manual processes lowered overhead costs.
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Enhanced Customer Satisfaction
Personalized, timely outreach led to improved customer experiences and outcomes.
Yaqeen Technology Consulting LLC is an AWS Advanced Tier Partner specializing in deploying GenAI-powered automation, NLP, and real-time analytics solutions. We help regulated industries transform manual quality processes into intelligent, scalable, and audit-ready systems on AWS.
Customer Success Story
Improving patient engagement and reducing dropouts through data-driven, predictive insights.
Indy Clinical Research is a trusted provider of clinical trial services, specializing in patient recruitment, management, and monitoring for a wide range of therapeutic areas. With a focus on improving trial outcomes, Indy Clinical Research needed to enhance patient retention and reduce costly dropouts, ensuring that clinical studies remained on track and met recruitment goals.
- Missed appointments
- Unused treatment plans
- Vacant trial slots
Predictive Patient Analytics: The system used historical and real-time data to assess the likelihood of patients missing appointments or dropping out of treatment regimens, factoring in factors such as appointment history, treatment adherence, and health status.
Proactive Alerts & Interventions:
Healthcare providers were alerted to high-risk patients, enabling them to take proactive measures such as reminders, check-ins, or support to keep patients engaged.
Patient Engagement Tools:
Integrated tools to improve communication and ensure continuous patient engagement throughout the trial process, offering patients reminders and support as needed.
Real-Time Data Processing:
The system continuously analyzed new data, refining its predictions and improving patient retention strategies.
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Customized Dashboards
Created personalized dashboards for clinical managers to track dropout predictions, patient status, and intervention success.
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System Integration
Integrated with existing electronic health records (EHR) and clinical trial management systems (CTMS) for seamless data flow.
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Outcome Reporting
Delivered detailed reports on predictive accuracy and intervention outcomes to refine the strategy over time.
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Training & Support
Provided ongoing training and support to ensure staff fully understood how to utilize the predictive analytics tool.
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Reduced Dropout Rates
Predictive analytics helped reduce patient dropouts by over 30%, improving trial completion rates and data integrity.
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Cost Savings
By addressing patient retention issues proactively, Indy Clinical Research minimized the financial impact of missed appointments and unused treatment plans.
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Optimized Trial Scheduling
Better forecasting allowed Indy to optimize patient appointments and avoid wasting clinical trial slots.
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Improved Patient Satisfaction
Patients stayed engaged longer, thanks to timely interventions and improved communication.
Yaqeen Technology Consulting LLC is an AWS Advanced Tier Partner specializing in deploying GenAI-powered automation, NLP, and real-time analytics solutions. We help regulated industries transform manual quality processes into intelligent, scalable, and audit-ready systems on AWS.
What Our Clients Say
Voices of Satisfaction: Our Clients Share Their Success Stories
Testimonials
VP of Operations
"YaqeenTech helped us modernize our document management process with AI, turning a tedious and error-prone task into a scalable, compliant, and insightful system. This has been a game-changer for how we operate."
President
"YaqeenTech brought the expertise, agility, and vision we needed to modernize our operations. Their custom development and integration work elevated our capabilities—and their ongoing support continues to make them an invaluable partner."
COO
"With YaqeenTech’s help, we now have a cloud-based financial system that supports the way we work today—remotely, in real-time, and at scale. Their team made the transition seamless and added real value by integrating finance into our broader operations."
Director of Contact Center Operations
"YaqeenTech brought a new level of intelligence to our contact center operations. Their AI models didn’t just improve our metrics—they helped us serve our customers better, with empathy and precision."
Vice President of Operations
"Our clients needed security, speed, and simplicity—YaqeenTech delivered all three. The 2FA, self-service tools, and chatbot have made our portal more secure and more helpful than ever before."
Principal Investigator & Medical Director
"YaqeenTech’s predictive analytics platform has revolutionized how we manage patient retention. With the foresight it provides, we’ve been able to significantly reduce dropouts, improve patient engagement, and keep our trials on track—ultimately benefiting both our clients and participants."
Reliant Capital Solutions
Director of Compliance