A manager usually listens to only a small share of calls. The AI agent transcribes every recording, scores it against the script and surfaces only the problem conversations for review.
VoIP telephony records every conversation, but managers have no time to listen. As a result, a sales rep’s mistakes repeat for months. The call analysis agent transcribes the recording, separates the speakers and scores the conversation against a checklist. The summary and score are written to the deal in the CRM.
Analysis starts automatically when the call ends.
The recording file and call details (number, sales rep, duration) arrive in the CRM.
The audio is transcribed into Uzbek or Russian text, and speakers are separated.
The text is checked against the company script, with evidence for each item: a quote from the transcript.
A short summary, the score, the next step and objections are added as a note on the deal. A task is created for the agreed next step.
Calls with a low score, a complaint or “red flag” words go to the manager in a separate list.
Public services support Uzbek, but quality varies sharply with the phone line and the dialect.
Regional dialects, Uzbek and Russian words mixed within a sentence, noisy or low-quality phone lines all increase errors. That is why, before choosing a service, we manually measure the word error rate on 50–100 of your recordings and pick the option with the fewest errors.
Technical quality and business results are measured separately.
| Metric | Calculation | Type |
|---|---|---|
| Word error rate (WER) | Incorrect words in a manually checked sample | Technical |
| Score agreement | Calls where the AI score matched the reviewer’s score | Technical |
| Analysis coverage | Calls analyzed / all calls | Process |
| Script adherence | Average checklist score by sales rep | Business |
| Feedback speed | Time from the call to feedback for the sales rep | Business |
Beyond the technical connection, legal and organizational groundwork is needed.
We don’t recommend it. The AI score is a tool for selecting calls and for coaching. Disciplinary decisions are made only on recordings a person has listened to.
The telephony integration attaches the recording to the deal record. The agent picks up the recording, analyzes it and writes the summary into a note and fields.
The same approach applies to Telegram and Instagram chats: response speed, script adherence, unanswered inquiries. A daily report goes to the manager on Telegram.
Each call summary is on the deal record, and overall metrics are in a weekly table by sales rep. A manager clicks a low score and immediately hears the relevant part.
It depends on the service chosen: a cloud service or a model on your own server. This is agreed at the start of the project together with personal data requirements.
We review your processes and recommend a specific task, KPI and plan for your first agent.