How does AI quality monitoring improve CX and create value?: Sanjay Kukreja, CTO

Published in: CustomerThink | March 3, 2026

In a recent byline in CustomerThink, Sanjay Kukreja, CTO at eClerx explores how AI-powered quality monitoring is transforming customer experience by moving beyond manual, sample-based evaluations to analyzing 100% of interactions in real time. By leveraging speech analytics, sentiment detection, and predictive insights, organizations can identify friction points, improve first-call resolution, and deliver more consistent, data-driven customer interactions at scale.

The piece further highlights that the true value of AI lies in its ability to shift quality assurance from a reactive compliance function to a proactive CX driver—enabling real-time agent guidance, personalized coaching, and continuous improvement. This blend of automation and human expertise allows enterprises to enhance customer satisfaction, reduce operational costs, and build more resilient, insight-led service ecosystems.