Django REST web service for call-quality evaluation and historical evaluation retrieval using NLP engine integrations.

Call Analytics, Django API, Quality Scoring

Duration

1 Year

Year

2024

Region

USA

NLP web service exposes endpoints to evaluate call transcripts and fetch historical evaluation records. It transforms request payloads into data frames, invokes NLP services, and prepares clean API responses for consumers.

The service includes middleware-based request validation, response preparation logic, and app modules for evaluation and retrieval workflows.

Problems

Contact-center teams needed automated and consistent call quality scoring at scale.

Opportunities

Operationalize NLP-driven call evaluation as a consumable API service.

Solutions

Implemented Django REST endpoints for evaluate/retrieve flows with schema checks and standardized response handling.

Future Trends

Real-time coaching signals, rubric personalization, and multilingual call-quality intelligence.

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