Call Analysis System
How we transformed a client’s call monitoring process with an AI system that transcribes calls, analyzes conversations, and provides actionable insights to management.
The Challenge & Solution
The client was struggling to monitor daily customer service calls. Their manual review process was time-consuming and only covered a small percentage of calls.
The Challenge
Management had no efficient way to monitor the quality of customer calls daily. They were spending significant time on manual reviews. This limited their ability to provide consistent feedback to call takers and identify recurring issues.
The Impact
The lack of comprehensive call monitoring was leading to inconsistent customer service quality, missed training opportunities, and valuable customer feedback being overlooked. Staff development was hindered by the limited feedback on real customer interactions.
1. Capture
We developed an automated system that integrates with their existing call recording infrastructure, automatically capturing and securely storing call recordings for processing.
2. Analyze
We created a custom OpenAI assistant that transcribes the calls and performs intelligent analysis to identify key discussion points, customer sentiment, and areas for improvement.
3. Report
The system automatically generates and emails detailed reports to management, containing insights and actionable feedback that helps improve call quality and staff training.
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