New AI platform QontactAI coaches customer interactions based on speech and text analysis

Brussels, 15 July 2025 - Belgian AI start-up QontactAI officially launches its platform this month to make customer interactions more human and targeted. The start-up originated within innovation hub Reimagine and was developed in co-creation with energy supplier Eneco. QontactAI offers a smart solution for companies looking to structurally improve their customer service through automated quality monitoring, personalised coaching and targeted training scenarios. Initially, the company targets medium and large players with more than 100 customer service employees, operating in various sectors such as energy, telecoms, government, travel and transport, retail and financial services.

Self-service portals, chatbots and voicebots filter out millions of simple customer queries. What remains for human customer service agents are questions that are more complex, sensitive or urgent. QontactAI addresses this challenge. The Belgian start-up developed an AI platform that automatically analyses every customer interaction, advises employees and gives team leaders objective insights to optimise quality.

‘We noticed how difficult it is to structurally improve the quality of customer calls,’ says co-founder Stephen Vandevenne. "Existing tools are often limited to sampling or focus only on efficiency. We wanted to build a platform that analyses every interaction and really supports employees - not replaces them."

How does it work?

QontactAI's platform integrates with email, phone and chat channels, and automatically analyses all customer interactions. Based on speech and text analytics, it delivers personalised feedback, coaching and training modules. For example, an employee may respond to a specific customer query with little empathy, speak too quickly or skip over crucial information. The platform then provides insights that teach the person how to improve this in the future. 

QontactAI also offers added value for team leaders. In fact, research shows that they often spend more time preparing for coaching sessions than the coaching itself. Thanks to QontactAI, analysis and preparation are fully automatic, freeing up more time for impactful and personalised coaching. With access to a dashboard with insights per agent, channel and contact reason, this coaching is also customised and team leaders can quickly spot areas for improvement. Moreover, the technology is modular and system-independent, enabling rapid implementation without major IT efforts.

Collaboration with Eneco

QontactAI initially targets medium to large organisations with more than 100 customer service employees, both in-house and through external contact centres. The technology is particularly relevant to sectors such as energy, telecoms, government, travel and transport, retail and financial services. In addition, QontactAI offers value for external contact centres looking to provide quality assurance to their clients. The platform is also deployable in multi-partner environments where objective quality measurement is crucial.

Eneco was looking for a reliable and high-performance way to objectively measure customer service quality in order to guarantee customers consistent, high-quality service. ‘We were looking for a solution that not only structurally improves the efficiency of our customer service, both in terms of turnaround time and the targeted delivery of solutions for our customers, but is also flexibly deployable and supports both agents and managers with personalised feedback,’ says Alain Ovyn, COO of Eneco Belgium. ‘QontactAI's technology helps us ensure consistent customer support across teams and locations.’

And that's important for Eneco. ‘We strive for an optimal customer experience, and targeted communication plays a key role in that. With integrated training modules and role-plays, we believe that with QontactAI we offer our employees a platform to help our customers more effectively and gain many insights into customer queries,’ says Bert Clinckers, CEO of Eneco Belgium. The partnership with Eneco gave QontactAI the opportunity to validate and refine the technology in a practical way. The company hopes to further roll out the platform to other companies and countries in the coming months.

^{About QontactAI}

^{QontactAI is a Belgian technology company that helps organisations make customer interactions more human and targeted. The platform offers automated quality monitoring, AI-driven coaching and realistic training scenarios for customer service agents. Thanks to its modular structure and easy integration, QontactAI helps organisations structurally improve their customer service - without having to modify their existing systems. More information: www.qontact.ai}

^{About Eneco}

^{Eneco is an international energy company focused on accelerating the energy transition. With its One Planet strategy, Eneco aims to be CO2 neutral by 2035, both for its own consumption and that of its customers. This approach is based on three pillars: stimulating sustainable energy choices for customers, increasing the production of sustainable energy and optimising energy systems. Eneco invests in sustainable production infrastructures, energy storage solutions and smart technologies for homes and businesses. Together, it makes sustainable energy accessible to everyone. For more information, visit www.eneco.be.}

Herlinde Rollez

PR Consultant, Evoke

• herlinde@evokepr.be
• +32476091663