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05 / Business tools
From call recordings to manager review
ProjectCall Audit AI
Transcription, checklist assessment and recurring manager summaries for a business call centre.
Context
The challenge.
A B2B IT company's calls were reviewed only selectively, making quality issues and unhelpful calls difficult to identify consistently.
What we built
The work.
- Collection of recordings from telephony and transcription on the client's server.
- Removal of names, phone numbers and email addresses before AI processing, as described in the source.
- Call assessment against a checklist and detection of issues.
- Employee-level summaries and a morning report for the manager.
Workflow
The experience.
- 01Retrieve and transcribe a call recording.
- 02Prepare the text and assess it against the business checklist.
- 03Review issues and staff summaries in the manager's report.
Technology
The connections.
Outcome
The result.
A call-review workflow connecting recordings, transcription, checklist assessment and recurring manager reports. The source describes its rollout within the client’s operation.
