AI-Powered Call Analytics & Processing Platform

Challenge

At the client’s company, the sales and procurement teams handle dozens of calls with customers and suppliers every day.

Managers often missed important details from conversations — customer needs, order clarifications, promises to call back, or to send a commercial offer.

The lack of systematic call analysis and reliance on manual notes led to lost leads and lower communication quality.

Goal

Automate phone call analysis and provide the sales team with a tool that turns verbal communication into clear actions and business analytics.

Solution

We developed an internal AI assistant for call analysis. The system includes:

• Automatic transcription of phone calls
• Content analysis with extraction of key topics and intent
• Tagging system (e.g., “equipment selection,” “price clarification,” “existing customer”)
• Short summaries and AI recommendations: what to уточнить? translate: clarify, who to call back, and which next steps to take
• Search and filtering by tags, date, and manager
• Built-in AI assistant (chatbot): answers questions about calls, helps draft follow-up messages, and quickly finds the required call by ID
• Industry-trained AI module: trained on industrial-sector context (hydraulic hoses, cylinders, components), ensuring high accuracy in understanding terminology and intent

Outcome

• Managers stopped losing important post-call details — the system automatically generates tasks and reminders
• The team lead gained analytics on call types, active clients, and repeat-contact frequency
• Call processing speed and commercial proposal preparation increased by 25%
• The system demonstrated strong potential for scaling to other departments (procurement, service, accounting)