AI Analysis of Phone Conversations to Enhance Service Quality

Problem: Manual analysis of a large volume of phone conversations between managers and clients, hindering the timely identification and resolution of service issues. Manual analysis of 1 hour of recording takes 1 hour.

Solution: Development and implementation of a service for automatic classification of phone conversation recordings into groups and subgroups. This enables quick analysis of a large number of conversations and the identification of problematic areas.

Result: Improved customer service quality, increased customer satisfaction levels due to the swift identification and resolution of communication issues.

• Analysis time reduced from 1 hour to 5 minutes.
• Percentage of analyzed recordings increased from 10% to 100%, with detailed analytics for each manager.