Semarize
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SolutionTelecom

Operational intelligence at
carrier-grade scale

Telecom and utility providers handle millions of customer interactions annually. Semarize evaluates them all - extracting structured signals for QA, churn prevention, regulatory compliance, and operational efficiency.

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Industry challenges

Massive volume meets
complex regulatory requirements

Telecom and utility companies face a unique combination: extremely high interaction volume, strict regulatory requirements, and constant churn pressure.

Volume overwhelms manual QA

Millions of annual interactions make manual quality review impossible. Even with large QA teams, coverage is under 1% of total conversations.

Churn is a constant battle

Customers call to complain, negotiate, or cancel. Churn signals are in every conversation, but detecting them at scale requires structured extraction, not manual listening.

Regulatory compliance is mandatory

Ofcom, FCC, and industry regulators require specific disclosures, fair treatment, and complaint handling standards. Non-compliance carries significant penalties.

First-call resolution drives costs

Every repeat call costs money. Understanding why customers call back requires structured analysis of the original interaction - not just call disposition codes.

Use cases

Key use cases for
telecom & utilities

Service providers use Semarize for QA automation, churn detection, and operational analytics across their entire interaction volume.

QA & Compliance

Automate quality and compliance monitoring across millions of interactions. Regulatory evidence trails for every evaluation.

Customer Success

Detect churn intent, escalation patterns, and dissatisfaction signals from service interactions at carrier-grade scale.

Sales Coaching

Score retention agents on save technique, empathy, and offer effectiveness. Coach with data across large agent populations.

Data Science

Feed structured interaction data into operational analytics. Model churn propensity, FCR drivers, and contact reason patterns.

How Semarize fits

Semarize scales with
enterprise service infrastructure

Designed for high-volume environments. API-based architecture scales linearly with your interaction volume.

Carrier-grade volume

Process millions of interactions per month. API-based architecture scales linearly - no degradation at high volume.

BSS/OSS integration

Push structured signals to your business support systems. Enrich customer records with conversation-derived data for retention and operations.

Regulatory reporting feeds

Generate structured compliance data for Ofcom, FCC, or industry regulators. Evidence-backed evaluation at 100% coverage.

Multi-platform processing

Process conversations from Avaya, Cisco, Genesys, or any contact platform. Evaluate the interaction, not the infrastructure.

Bricks & Kits

Example Bricks for
telecom & utilities

Industry-specific Bricks evaluate the dimensions that matter for telecom, utilities & enterprise service providers. Bundle them into Kits to create reusable evaluation frameworks.

churn_intent
boolean

Customer expressed intent to cancel or switch provider

→ true
save_offer_made
string_list

Retention offers presented to the customer

→ ["20% discount for 12 months"]
complaint_categorised
string_list

Complaint categories identified

→ ["billing dispute", "network outage"]
regulatory_disclosure
boolean

Required regulatory disclosure was provided

→ true
first_call_resolution
boolean

Issue was resolved without need for callback

→ false
agent_empathy_score
score 0–100

Agent demonstrated empathy and active listening

→ 71

Telecom Retention Kit

kit

Evaluate every retention interaction for save effectiveness.

churn_intentboolean
save_offer_madestring_list
agent_empathy_scorescore
complaint_categorisedstring_list
first_call_resolutionboolean

Output

Structured signals, not summaries

Every evaluation returns deterministic JSON with typed values, reasons, and evidence spans. Same schema every time.

Telecom retention evaluation
{
  "run_id": "run_vwx234",
  "status": "succeeded",
  "output": {
    "bricks": {
      "churn_intent": {
        "value": true,
        "confidence": 0.91,
        "reason": "Customer explicitly stated intent to switch provider",
        "evidence": ["...I've been looking at switching to another provider..."]
      },
      "save_offer_made": {
        "value": true,
        "confidence": 0.94,
        "reason": "Agent offered retention discount",
        "evidence": ["...I can offer you 20% off your monthly bill for the next 12 months..."]
      },
      "first_call_resolution": {
        "value": false,
        "confidence": 0.87,
        "reason": "Customer needs to call back after reviewing the offer",
        "evidence": ["...let me think about it and call back..."]
      }
    }
  }
}

Intelligence at scale.
For every interaction.

QA automation, churn detection, and operational analytics - across millions of interactions. Structured signals at carrier-grade scale.

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