PortugalEnergy and utilities2026 – ongoing

Galp Energia

Generative AI analysis of contact-center interactions

Galp expanded call-audit coverage from 1.2% to 4.2% with AI post-contact analysis

WorkingVendor case studyVendor ↗

Problem

Galp's manual contact-center audits covered a small sample of interactions. Identifying recurring service problems could take several days.

Approach

Galp deployed Visor.AI Post Contact Analytics to transcribe calls and summarize written contacts. Its generative AI analysis supported quality scorecards and identification of recurring topics.

Results

4.2%calls audited in Q1 2026, up from 1.2%, per BroadvoiceVendor case study[1]

~400,000calls transcribed in Q1 2026, per BroadvoiceVendor case study[1]

Takeaway

Automatic transcription covered substantially more interactions than formal auditing. Galp's reported audit coverage remained a small share of total contacts.

Sources

How Galp Transformed Contact Center Quality Analysis from Manual Sampling to Full AI-Powered Coverage
Broadvoice2026Vendor publication

Source summaries

[1]Broadvoice2026

Broadvoice reported roughly 400,000 call transcriptions during Q1 2026. Call-audit coverage increased from 1.2% to 4.2% after Galp introduced Visor.AI post-contact analysis.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026