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

Galp is one of the leading players in the Public Utilities sector, with an established presence across the entire energy value chain, from production to the supply of electricity, natural gas, fuels, electric mobility, and renewable solutions.

With a strong focus on customer experience, Galp operates several outsourced contact centers, managing a high volume of daily interactions across voice, email, digital forms and chat, including support for its reseller network and physical stores.

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For an energy company like Galp, a contact center support solution must meet a demanding set of requirements.

• High-precision NLP in European Portuguese
  Essential given the diversity of customers and the technical nature of the topics handled.
• Native system integration
  Seamless connection with CRM, ERP and reporting tools.
• Large-scale analysis
  Capable of handling thousands of monthly contacts.
• Compliance and data protection
  Full alignment with GDPR and the AI Act.
• Fast critical topic detection
  Automated identification of outages, billing, meter readings, electric mobility and other key touchpoints.
• Actionable insights
  Directly applicable to processes, training and CX improvement.

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Before implementing PCA, Galp faced limitations typical of large-scale contact center operations, which made it difficult to gain a true, timely view of performance.

• Delayed incident detection
  Product and service "alarms" often took several days to identify and act on.
• Limited auditing coverage
  Small manual sampling didn't reflect the real scale or diversity of the operation.
• Inability to scale during peaks
  Volume spikes in calls or written interactions couldn't be matched by proportional auditing.
• Slow pattern recognition
  Emerging trends and shifts in customer behavior were hard to detect in time.
• No automatic summarization
  Manual review of voice and email interactions was time-consuming.

“Post Contact Analytics (PCA) has allowed us to significantly elevate our ability to analyze and monitor the contact center. Today, we have a cross-cutting, timely view of what customers are really telling us, enabling us to act faster, train better, and continuously improve our processes.”

CX & Contact Center Team
Galp

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Visor.AI's Post Contact Analytics (PCA), a GenAI-powered solution with high accuracy in European Portuguese and strong data processing capacity, proved the right fit for Galp. It enabled automatic auditing of post-interaction calls and emails, generated structured summaries, and supported the scorecards used by the quality team to identify critical themes and trends.

• GenAI-powered understanding
  Natural, human-like interpretation of customer speech.
• Full configuration autonomy
  Galp can dynamically manage scorecards and analysis models.
• Cross-channel extension
  Easily extends from voice to email.
• Simple integration
  Connects seamlessly with GoContact and other internal platforms.
• Multilingual support
  High accuracy in PT-PT, with support for Spanish and English, adapting to Galp's different geographies.
• High-volume processing
  Built to handle Galp's large daily volumes of calls and written communications.

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The implementation of PCA generated benefits across the organization, moving Galp from small-sample auditing to a much broader, more representative view of the operation.

• Automated auditing
  Contributing directly to cost reduction.
• 100% call transcription
  Ensuring complete, analyzable records (previously nonexistent).
• 100% written communication summaries
  Full documentation of every customer interaction.
• Audit coverage up from ~1% to ~5%
  A significantly more representative view of performance.
• Reduced manual evaluation time
  Freeing teams for higher-value analysis.
• Operational impact tools
  Including Copilot-driven topic alerts, procedure changes and campaign tracking.

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• Quality Team (Galp and providers)
  More complete, consistent analysis based on a much larger volume of interactions, with greater focus on calibration and process improvement.
• Operational Areas
  Immediate visibility into constraints and decisions backed by a far more representative sample.
• Operations Coordinators
  Instant access to interaction summaries and key critical topics, supporting agent training.
• Supervisors and Agents
  Faster, more objective feedback, with greater clarity on improvement areas and recognition of best practices.

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• Greater service consistency
  Supported by improved training and service quality.
• Faster response to recurring topics
  Enabled by early pattern identification.
• Better-aligned communication
  Grounded in continuous analysis of real customer context and operational feedback.

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• Strengthened operational efficiency
  Significant reduction in time spent on manual auditing.
• Elevated service quality
  Across the entire contact center operation.
• Accelerated digital transformation
  Backed by actionable insights supporting strategic decisions.

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Galp's partnership with Visor.AI transformed the contact center's analytical capability, replacing limited manual sampling with full, AI-powered coverage across voice and written channels. The result is a faster, more consistent and more strategic approach to quality, training and customer experience.

Talk to our team to see how Broadvoice can help you transform your quality operation.

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