How Thunai Enforces 100% SOP Compliance and Agent Performance Scoring for a SaaS Platform

Client Overview

Our client leads the global market in talent software. They built a single system that mixes Applicant Tracking (ATS) and Vendor Management (VMS) for staffing firms. Their backend powers the hiring process for thousands of companies.

Their support team acts as a safety net for the industry. However, as they grew globally, making sure every agent followed the strict Standard Operating Procedures (SOPs) became impossible. This left their leadership with risks they could not see or control.

The Challenges: The Risks of the 2% Visibility Trap

The client had a full library of SOPs, but they had a problem making people use them. Their Quality Assurance (QA) process was manual. Human managers could only listen to about 2% of support calls. This meant 98% of calls went unchecked until a customer complained.

Depending on manual checks created three major problems:

• Ignoring the Rules: Agents stopped checking the rulebook and used their memory instead. They often skipped boring but required steps. Because managers rarely caught this, agents formed bad habits that created hidden risks.
  
• Unfair Grading: Scores changed depending on which manager reviewed the call. One manager might be strict while another was lenient. There was no standard way to measure if an agent followed the specific support rules defined by the company.
  
• Slow Corrections: Feedback arrived too late. By the time a manager found a mistake in a call from last week, the agent had already made the same error dozens of times on new calls.

Thunai Solution: Automated 100% Auditing Against SOPs

Thunai fixed this by stopping manual spot checks and using an automated review system. The client used Thunai Brain to read their entire library of SOPs and compliance guides. This created digital SOPs and parameters for the system to reference.

The solution then applied these rules through three automated steps:

1. Mass Upload: The client used the Thunai MCP layer to actively upload thousands of recorded support calls directly to Thunai. With this, the system transcribes every word and identifies which speaker is the agent to score their performance.
   
2. The Gap Analysis: Thunai set up meeting agents to check the call quality. For every call, the system retrieved the correct SOP from the Brain. Thunai then compared what the agent actually said against what the rules required them to say.
   
3. Instant Scoring: The system automatically flagged mistakes. If an agent forgot to ask a required security question, Thunai marked the call as At Risk. Thunai gave the agent a score based exactly on the parameters and SOPs set by the client.

Conclusion

Thunai changed the client QA process from a guessing game into an exact science. By replacing human sampling with AI analysis, the client gained 100% visibility into their support team.

The system could read the rules and listen to every call to find mistakes instantly. This allowed management to stop reacting to fires and start preventing them. It made sure that every agent followed the exact protocols regardless of their location.

This did not just improve their scores. It secured their platform. The client closed the gap between their written rules and their real world service. Now every interaction matches the high standards required by a global SaaS leader.