This case study describes how a leading managed service provider used Generative AI to handle rising client inquiry volume while improving call quality and agent evaluation. The client had a knowledge base of procedures and historical interactions but struggled to respond quickly within SLAs and to consistently assess call quality, protocol adherence, and performance. Synoptek implemented an AI-assisted support and QA system that generates personalized draft responses from the knowledge base, integrates with existing platforms, and automates call transcription, analysis, and scorecard-based evaluations using an Azure stack (Azure OpenAI, Cognitive Services, vector database, ML Studio, Blob, Python, LangChain, Multimodal-RAG). Reported benefits included an average 25-second response-time re

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