NAS-AI · Operational intelligence
See everything,
live.
NAS-AI is our operational intelligence platform. It shows you how your operation is performing as it happens: quality, compliance, coaching, bottlenecks and capacity. It’s the same view our team uses to run it.
Service level
Quality score
Open flags
Backlog
Live queues
Voice
Chat
- FlagCompliance step missed on a call
- CoachingItem linked to the reviewed moment
- CapacityStaffing gap forecast for a queue
Example view
What NAS-AI is
How NAS-AI fits into your engagement
Most outsourcing gives you a report once a month that describes what already happened. NAS-AI gives you the live picture instead, so you can see how the operation is doing today, and so can we.
It is also the engine behind Hybrid Intelligence: the quality review, compliance flags, coaching recommendations and improvement ideas in every function we run.
- 01
Part of every engagement
It comes with every BX engagement. We run your function from it, and you see the work through it.
- 02
The same data on both sides
You see the same data your Function Manager manages to.
- 03
Built on your rules
Scoring, flags and targets come from your standards and KPIs.
- 04
People stay in charge
NAS-AI scores, flags and recommends, and people make the decisions.
Capability modules
The six NAS-AI modules
Every module works from the same data, so a compliance flag, a coaching item and a capacity gap can be traced back to each other. Choose a module to see what it shows.
Queues, service levels and backlog, live
This is the live view your Function Manager uses to run the operation, so you can check how things are going on any day of the month.
What you can see
- Queues, volumes and wait times by channel
- Service levels and handle times against your targets
- First-contact resolution and backlog trends
- Drill-down from program to team to person
Questions it answers
- Are we on target right now?
- Where is work waiting?
- Which team needs help?
Quality scores and compliance flags
Every interaction is scored against your standards and compliance rules, rather than a small sample. Each flag stays open until someone has dealt with it.
What you can see
- Quality scores by team, channel and agent
- Compliance flags with severity and status
- Scoring criteria built from your rules
- Calibration between AI scores and human reviewers
Questions it answers
- Are we compliant today?
- Which rules are being missed?
- Is scoring consistent?
Coaching tied to specific interactions
NAS-AI finds the moments across all interactions that affected quality or compliance. Team leads and QA analysts use them to coach each person, and you can see whether it worked.
What you can see
- Coaching recommendations from reviewed interactions
- Each agent's focus areas and progress
- Links to the exact moment in the interaction
- Quality on coached behaviors, before and after
Questions it answers
- What should each person work on this week?
- Did the coaching change anything?
Where work waits, and why
NAS-AI follows each item through the process to show where it waits, where it loops back for rework, and which hand-offs slow it down.
What you can see
- Where work waits, and for how long
- Rework loops and repeat contacts
- Hand-offs that add delay without adding value
- Improvement ideas with the evidence behind them
Questions it answers
- Where is our process slowing down?
- What should we fix first?
Volume against staffed capacity
This module compares incoming volume with staffed capacity, adherence and skills coverage, so you can see pressure building while there is still time to move people.
What you can see
- Volume against staffed capacity, through the day
- Schedule adherence and coverage gaps
- Pressure building ahead of a peak
- Skills coverage across queues
Questions it answers
- Do we have enough people for Monday?
- Which queues are short on skills?
KPI scorecards and business reviews
Scorecards track the KPIs you set with us. Your Function Manager uses them in regular reviews to explain what happened and what changes next.
What you can see
- KPI scorecards against your targets
- Regular business reviews
- Summaries you can share with your leadership
- Commentary and next steps from your Function Manager
Questions it answers
- How did we do this month, and why?
- What are we changing next?
How it works
How data moves through NAS-AI
NAS-AI draws on the systems and people in your operation, turns what happens into scores, flags and recommendations, and puts them in front of the people who act on them. Then the loop starts again.
1 · What goes in
- Your systemsHelpdesk, CRM, ERP, applicant tracking and the other tools the function runs on.
- InteractionsCalls, chats, emails, tickets and transactions handled by your team.
- Workforce dataSchedules, attendance, adherence and skills.
- Human reviewsQA reviewer scores, calibration results and coaching notes.
2 · What NAS-AI does
3 · What comes out
- 1Live dashboardsFor you and for us, from the same data.
- 2Alerts and flagsCompliance issues and pressure points, as they appear.
- 3Coaching queueThe moments each person should work on.
- 4Reviews and reportsScorecards, with commentary on what changed.
4 · Measuring the effect. Coaching changes how people handle the next interaction, a fixed bottleneck changes the workflow, and moving capacity changes the queues. NAS-AI measures what each change did, and the next round starts from fresh data.
From signal to action
How a compliance flag is handled, step by step
- 1
NAS-AI
Flagged
Automated review finds a required disclosure missing on several calls from one team.
AI - 2
QA analyst
Checked
A QA analyst listens to the calls and confirms the pattern.
People - 3
Team lead
Coached
The team lead coaches each agent on the exact moment, using the recordings.
People - 4
Operations Analyst
Fixed at the root
The Operations Analyst finds the disclosure prompt was missing from one call type, and adds it.
AI + people - 5
NAS-AI
Confirmed
Later reviews show the disclosure being given. The flag is closed, with a record.
AI
This is an example sequence. How flags are handled is agreed with you and set to your rules.
Who sees what
What each role sees in NAS-AI
Your executives, your managers and our team all work from the same data, each at the level of detail their role needs. A typical setup is below; we configure access with you.
Client executives
Your leadership
- Sees
- Program KPIs, trends and scorecards against the targets you agreed.
- Uses it for
- Knowing the function is on track, and holding us to it.
Client managers
Your team
- Sees
- Live queues, quality and compliance flags, and team-level detail for the areas they own.
- Uses it for
- Day-to-day oversight, and working with our team on priorities.
Function Manager
Insaan, from go-live
- Sees
- The full operational picture for your function, down to each person.
- Uses it for
- Running the team, fixing problems early, and reporting to you.
Operations Analyst
Insaan, from day one
- Sees
- Process, workflow and performance data across the function.
- Uses it for
- Finding bottlenecks and designing improvements.
Team leads and QA analysts
Insaan
- Sees
- Interaction reviews, flags and coaching items for their teams.
- Uses it for
- Coaching people on the moments that matter.
Agents
Your dedicated team
- Sees
- Their own scores, feedback and coaching focus.
- Uses it for
- Knowing what good looks like, and getting better at it.
Security and access
How access to NAS-AI data is controlled
NAS-AI holds detailed data about your customers, your operation and your people. These are the principles we run it on.
Role-based access
Each person sees what their role needs, set up with you at the start of the engagement.
Need-to-know by default
Access starts narrow and is widened only when a role requires it.
Reviewed when roles change
Access is reviewed regularly and removed when someone changes role or leaves.
Your data stays yours
Your data is used to run and improve your operation. We don't use it to train public AI models.
Explainable scores
Every score and flag shows why, so reviewers and your team can check the reasoning.
People make the call
NAS-AI makes recommendations, and people decide anything that affects a customer, a candidate, money or compliance.
By engagement model
NAS-AI in co-sourcing and full outsourcing
The platform is the same. What it covers, and who acts on it, follows the way we work together.
What NAS-AI covers
- Co-sourcing
- The work our team does inside your function.
- Full outsourcing
- The whole function, end to end.
Who works from it day to day
- Co-sourcing
- Our team lead, alongside your managers.
- Full outsourcing
- Your Function Manager and our team.
What you see
- Co-sourcing
- Our team's performance, quality and coaching, next to your own KPIs.
- Full outsourcing
- The full operation: performance, quality, compliance, workflow and capacity.
Who acts on the insights
- Co-sourcing
- Shared: your managers set direction, we manage our people.
- Full outsourcing
- We do, and you see what changed and why.
Reviews
- Co-sourcing
- Shared KPIs reviewed together.
- Full outsourcing
- Regular business reviews led by your Function Manager.
| Area | Co-sourcing | Full outsourcing |
|---|---|---|
| What NAS-AI covers | The work our team does inside your function. | The whole function, end to end. |
| Who works from it day to day | Our team lead, alongside your managers. | Your Function Manager and our team. |
| What you see | Our team's performance, quality and coaching, next to your own KPIs. | The full operation: performance, quality, compliance, workflow and capacity. |
| Who acts on the insights | Shared: your managers set direction, we manage our people. | We do, and you see what changed and why. |
| Reviews | Shared KPIs reviewed together. | Regular business reviews led by your Function Manager. |
FAQ
Questions about NAS-AI
What is NAS-AI?
NAS-AI is Insaan Global's operational intelligence platform. It brings together data from the systems, interactions and people in your operation, and gives you and us a live view of performance, quality, compliance, coaching, workflow and capacity.
Is NAS-AI a separate product we have to buy?
No. NAS-AI is part of every Business Experience engagement. It is how we run your function, and how you see it.
Do we need to replace our systems to use it?
No. NAS-AI draws on the systems your operation already runs on, such as your helpdesk, CRM or ERP. We connect what is needed during setup.
Is our data used to train AI models?
Your data is used to run and improve your operation. We don't use it to train public AI models.
Does AI make decisions about our customers or our people?
No. NAS-AI scores, flags and recommends. People make every decision that affects a customer, a candidate, money or compliance, and any AI output can be reviewed and overridden.
How is NAS-AI different in co-sourcing and full outsourcing?
In co-sourcing, it covers the work our team does inside your function, next to your own KPIs. In full outsourcing, it covers the whole function end to end, and our Function Manager runs it from the same view you see.
See your operation the way we'll run it.
Book a BX assessment. We'll show you what NAS-AI would track for your function, who would see it, and what we would change first.