The "Satisfaction Engine" transforms how we manage and improve our contact Centre performance. By deploying AI‑driven quality monitoring, we have moved beyond limited manual checks to analyse 100% of member interactions. This tool identifies specific moments where coaching is needed, allowing our managers to support staff with data‑backed accuracy. The project modernises human‑led support by providing deep insights into member sentiment and process execution, ensuring every member receives a consistently high standard of service while making our internal operations more efficient.