Sharath Subrahmanya
Sharath Subrahmanya, Senior Solutions Consultant at Google Cloud, experienced directing high-impact infrastructure and disaster recovery strategies
November 10 @ 4:40 pm – 5:00 pm GMT
This live webinar is part of The Qualitative Insights Summit 2026:
Sharath Subrahmanya of Google Cloud shows how multimodal AI syncs audio, text and screen video for sharper contact centre QA insights.
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Multimodal AI revolutionizes contact center QA by synchronizing audio, text, and screen video to eliminate the blind spots of audio-only monitoring.
This complete view uncovers hidden workflow bottlenecks, enforces strict on-screen compliance, and provides actionable insights for objective coaching.
Key Takeaways:
- Upgrade Evaluation Methods: Combine audio transcripts with synchronized screen video to eliminate coaching blind spots and objectively assess agent performance.
- Identify Process Friction: Track visual cues like cursor movements and application switching to pinpoint training gaps and streamline workflows.
- Enforce Visual Compliance: Monitor desktop activity to verify data masking, redact PII, and prevent unauthorized system overrides.
- Extract Granular Insights: Correlate spoken customer sentiments with on-screen metadata to uncover root causes of customer friction.