Semantic Analysis Platform for Call Centre Operations
An NLP and semantic analysis platform for one of Vietnam’s largest IT services firms — turning unstructured call-centre conversations into structured, searchable quality signals.
Region
Vietnam
Duration
Ongoing
Team
6 engineers
Engagement
AI/NLP product build
Coverage
Manual sampling → every call
Signals
Topic · Sentiment · Compliance
Languages
Vietnamese + English
The Challenge
What they were up against
FPT Software needed an automated way to analyse call-centre conversations at scale — to surface quality, sentiment, and compliance signals that human QA teams could never cover manually.
Manual call QA covered only a small fraction of daily call volume
Sentiment, intent, and compliance issues surfaced too late to act on
Vietnamese and English mixed within the same conversation
No single view of agent performance, call topics, or customer sentiment
Our Approach
How we moved in
We built a semantic analysis pipeline that transcribes, classifies, and scores every call — delivering topic, sentiment, and quality signals to QA and operations teams in near real-time.
Discovery with QA, operations, and agent-enablement teams to define signals that drive action
Speech-to-text pipeline tuned for Vietnamese and code-switched conversations
Semantic classification for topics, intents, and compliance events
Streaming architecture designed to scale to full daily call volume
The solution, in detail
Automated transcription and diarisation for every inbound/outbound call
Semantic tagging — topic, intent, sentiment, and compliance markers
Agent-level analytics and drill-down for QA review
Operational dashboards showing trends by topic, agent, and time window
Business Impact
The outcomes that matter
QA coverage expanded from manual sampling to every call analysed
Sentiment and compliance signals surfaced in near real-time
Agent coaching grounded in conversation-level evidence
Foundation for further AI features — summarisation, next-best-action, and call automation
Manual sampling → every call
QA analysis coverage
Topic · Sentiment · Compliance
Extracted per-call signals
Vietnamese + English
Supported languages including code-switch
Engineering Leadership
FPT Software
Built with
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