How AI helps improve prison call centers

For nearly 15 years, A-GIGA has been connecting business with deep social impact. The company has built a sustainable business model for call centers in prisons, addressing the social issue of low employment and lack of qualifications among inmates, and thereby helping reduce the risk of recidivism. By operating call centers in selected prisons, A-GIGA enables inmates, even those serving long sentences, to gain work experience, discipline, habits, and a chance to reintegrate into normal life.

T-Mobile is a long-term partner of the project. As part of this collaboration, a portion of customer service and sales activities is handled directly within prison-based call centers.

Thanks to SentiSquare AI platform, A-GIGA maintains 100% oversight of more than 30,000 calls each month, supports the continuous development of operators’ sales skills, and ensures both security and regulatory compliance.

The project aims to provide inmates with valuable work experience and reduce post-sentence unemployment. Given the sensitive nature of this work, it is essential to ensure that customer interactions are safe, professional, and commercially effective at the same time.

By implementing SentiSquare’s platform, A-GIGA successfully combined social impact with measurable business results. Artificial intelligence now ensures not only complete control over communication, but also the systematic improvement of sales skills and a significant increase in performance. Great results were achieved after just one year of collaboration. The numbers speak for themselves:

Before deploying the SentiSquare platform, A-GIGA faced challenges related to monitoring, controlling and maintaining high quality of communication.

Ensuring security and full supervision of communication is essential

The employment of convicts has a significant social benefit, but it also brings its own unique challenges:

• The need for 100% control of all calls,
• eliminating risky behavior,
• and ensuring high business performance.

Maximum supervision, quality control and communication security are essential when working with such a specific group.

A-GIGA previously reviewed calls randomly. Only a few percent of calls were checked, which was insufficient from a security and quality perspective. The common goal before deploying the SentiSquare No-Code NLP platform was to ensure 100% auditing, protect client data, and simultaneously develop the business and social skills of operators.

We defined clear goals:

How AI works to monitor operators in call center

SentiSquare uses small specialized language models (SLMs) that are trained exclusively for a specific task and data. The No-Code NLP platform based on these AI models allows for specialization and customization specifically for the needs of a prison call center.

SentiSquare’s AI now provides A-GIGA call centers with fully automated analysis of all calls. Each recording is converted to text using state-of-the-art STT technology from Phonexia, a leading Czech specialist in speech and voice technologies. Phonexia offers a robust and secure speech-to-text solution that can be operated on-premise or in a private cloud, allowing complete control over sensitive data.

Transcripts are then audited by small language models for unwanted behavior (e.g. vulgarities or flirting), assessed for script compliance but also evaluated for the operator’s business skills.

Real-time monitoring gives supervisors a complete overview.

• 100% control. AI analyzes every call. All recordings are converted to text using speech-to-text technology and then evaluated using custom-trained AI models.
• Audit & compliance. AI monitors compliance with the call script and mandatory parts of the call, detects undesirable behavior and provides a clear audit trail.
• Sales performance. AI identifies key sales skills and predicts call success. Operators with strong argumentation skills are up to five times more likely to make a sale.
• Social impact. The project supports resocialization, teaches convicts work habits, discipline and communication, which reduces the risk of recidivism and benefits the entire society.

Dozens of custom-trained SLMs evaluate the entire course of A-GIGA operators' calls with customers:

• Quality of communication
  
  • Structure of the call: introduction, needs assessment, offer, summary, farewell
  • Tone and manner of speech: positive attitude, willingness, helpfulness, clarity, ability to recapitulate
  • Accuracy of information and adherence to mandatory scripts

• Following the rules and safety
  
  • Inappropriate behavior and vulgarity
  • Suspicious comments
  • Flirting
  • GDPR compliance check
• Sales performance and skills
  
  • Argumentation
  • Handling objections
  • Determination
  • Presentation of products and benefits

SentiSquare's No-Code NLP platform provides prison call center supervisors with a complete, real-time, and immediate overview of what's happening in the call center.

Working with prison operators and improving their skills

AI models can evaluate safety and compliance, as well as the sales performance of an individual operator. The analysis thus detects and measures a specific business skill. This approach supports the improvement of the sale skills of prison operators.

SentiSquare, as a key tool for communication control, provides analysis, reports and specific outputs. AI outputs are used during training, workshops or individual feedback.

The call center team leader works with the outputs on a daily basis. Using feedback, he provides operators with specific results in a way that brings the desired effect (e.g. improving sales arguments).

During their feedback, the team leader presents the operator with specific data and examples, or even hearing of the call. The operator gets space for his own comments and self-reflection. Together, they talk about the issue in the calls, how to approach it and in the end agree on when to evaluate the assessment.

The improvement is noticeable for many operators within their skills.

We can also highlight the specific progress of the anonymized operator during the monitored period May 2025 - August 2025, where the goal was to increase active orders (i.e. reduce cancellations and increase sales). According to the analytics, the supervisor discovered that the agent needed to improve two skills in particular - responding to objections and identifying needs, in order to increase sales and ensure that the customer actually uses the service. Therefore, the operator was explained how he could better argue and respond to objections and how to better identify the client's needs. This was followed by further feedback sessions, where the progress and next steps were evaluated.

Measurable results not only in sales but also in social impact

The collaboration brought significant sales improvements, both in terms of acquisition products and upsell tariff changes. This progress significantly helps A-GIGA improve sales.

In addition to the measurable results, there has also been an interesting social impact. By providing unquestionable and accurate feedback, prisoners learn to take responsibility for their behavior and results. This improves their universal skills for life after release.

The A-GIGA project shows that combining business and social responsibility can bring measurable results.

SentiSquare’s AI platform gives managers 100% control over more than 30,000 calls per month, eliminates inappropriate behavior and ensures full compliance with GDPR. At the same time, it helps develop the sales skills of operators, which led to a 65% increase in sales performance and 37% of mobile plan changes upsells.

A-GIGA’s long-term work contributes to reducing the recidivism of convicts, from 70% to 18%. Working in a prison call center brings experience with responsibility, fair feedback and a chance to start over.

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