Recording customer calls for training has long been a best practice in call centers around the world. The process of using those recordings has proven challenging: having an employee spend hours upon hours listening to these calls to gather an overall review of customer sentiment and agent effectiveness is subjective and time-consuming. Using AI is more efficient. By converting voice calls into text with natural language processing, we can evaluate large volumes of data to provide objective, detailed analyses of customer sentiment and how effectively your call center addresses their concerns. We can also extract common themes across calls and determine if there are product or knowledge gaps that should be addressed.