Our project with A-GIGA "AI for monitoring prisoners in call centers" won the People category.
Combining AI and social issues can be very successful in business and, above all, beneficial for society.
For almost 15 years, A-GIGA has been connecting the contact center business with significant social benefits. It has succeeded in creating a sustainable call center business model in prisons, which simultaneously addresses the social problem of low employment and unskilled prisoners and thus the high risk of recidivism. It operates contact centers that provide sales support for major companies, particularly in the telecommunications and energy sectors, such as T-Mobile and Centropol Energy a.s. What is unique is that some of these centers operate directly in prisons, where they employ convicts under the supervision of their supervisors. In this way, the company combines commercial customer service with a resocialization program that allows people, even those serving long sentences, to gain work experience and habits.
In their contact centers built directly in Czech prisons, they use cutting-edge artificial intelligence from the Pilsen-based company SentiSquare for 100% control and development of the work skills of prison operators employed in these call centers. Thanks to SentiSquare technology, not only is the security and quality of communication of prison operators improved, but also the effectiveness of sales and, above all, the support for the reintegration of people into society after serving their sentences.
At SentiSquare, experts with over 18 years of experience in natural language processing (NLP), dating back to a time when the phrase "language model" was not yet widely known, enable companies to evaluate customer interactions by creating and customizing their own small specialized AI models. The SentiSquare No-Code NLP platform analyzes millions of interactions (calls, emails, chats, etc.) in real time. Full control over communication channels leads to improved efficiency, time savings, and practical insights that bring companies measurable business results, such as increased sales or customer satisfaction.
A 65% increase in sales is the result that cooperation with prison call centers has brought. AI models analyze every call. From calls converted to text, they detect compliance with rules, sales skills, and any risky behavior such as vulgarisms or flirting, while also checking compliance with call scripts. Real-time monitoring allows supervisors to have 100% control over the communication process, quickly identify and address inappropriate behavior, and this transparency helps teach prison operators responsibility, improve their communication skills, and support their resocialization and integration into society.
The project monitors more than 30,000 calls per month in real time, significantly increasing security and transparency.
Thanks to the work of A-GIGA and individual support, recidivism among the sample of employees has fallen from 70% to around one-third. More than 2,500 people have passed through prison call centers, with nearly 100 of them continuing as A-GIGA employees after their release. AI from SentiSquare not only provides audit records and GDPR compliance checks, but also enables fair and objective performance evaluation, all in accordance with strict security standards.
"SentiSquare allows us not only to fully control the operators' communication, but also to target the development of their work skills, which can also be used as life skills (communication, social, self-presentation, stress management, compliance with rules), which, in combination with our personal support, means a real chance for them to make a new start after release," says Věra Babišová, founder of A-GIGA.
SentiSquare technology has improved the sales performance of prison operators by 65% for new acquisitions and 37% for tariff changes. AI not only optimizes work processes, but also brings significant social benefits by reducing unemployment and recidivism, which has a positive impact on society as a whole.
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"Our AI models are so-called small language models, tailored to specific companies and situations. When operators are trained by a team leader based on AI outputs and then have good arguments and drive, they increase their chances of making a sale many times over," says Tomáš Brychcín, CEO of SentiSquare.
A-GIGA cooperates with the Ministry of Justice, the Prison Service, and the Ministry of Labor and Social Affairs, and its model is a great example of how modern AI technology can help connect sustainable business with high social benefits.
The entire case study of the project can be found on the SentiSquare website.