Managers spend hours listening to recorded calls and still miss what matters. Which calls hurt customer experience? Which broke policy? Who needs coaching? Nobody has time to sit through hours of audio to find out.
The pipeline
Built from a real client case (shown on a public demo recording), a complete, repeatable call-analysis system:
- Calls land in a cloud folder and trigger the workflow automatically. No one starts anything by hand.
- Transcription with speaker tagging: a speech-to-text model with under 10% word error rate across 99 languages. This client's calls mix Latvian, Russian and English in one conversation, and the model handles all three.
- An evaluation agent scores every call on a 100-point scale against the company's own quality criteria: greeting, problem handling, policy compliance, tone, resolution.
- Feedback is written per call: what went well, what hurt the customer experience, what to coach.
- Results appear in a sheet, ranked and filterable. Run it weekly without babysitting a single call.
What changes for the team
The manager stops sampling three calls a week and starts seeing all of them. Coaching conversations get specific ("in Tuesday's call the rep interrupted the customer four times") instead of general. Policy breaks surface the day they happen, not at the quarterly review.
This is the same class of system we deploy for call centres and support teams: every call heard, every call scored, humans spending their time only where it matters.