In companies where primary communication with clients occurs over the phone, the quality of consultations directly impacts sales and service levels. However, phone conversation analysis is often performed manually or not conducted at all due to time constraints.
To address this issue, an AI agent for analyzing telephone conversations was developed, integrated into the Helper CRM system. The solution connects to IP telephony and enables automatic analysis of call recordings, assessment of the quality of employee consultations, and generation of recommendations for managers.
The AI agent works directly within the CRM and can be launched with one click from the call card.
Project objective
The project's primary objective was to create a tool that helps companies using the Helper CRM system analyze employee telephone consultations and improve customer service.
Many companies record calls via IP telephony, but their subsequent analysis requires significant time and is therefore rarely performed.
As a result, businesses face a number of problems: loss of potential clients, decreased conversion of telephone inquiries, deterioration in service quality, difficulties in training employees and a lack of transparent control over the work of managers.
Solution
An AI agent for analyzing telephone conversations has been implemented into the Helper CRM system.
After the call ends, the audio recording is automatically saved to the call card. The administrator can launch an analysis by clicking the "AI Call Analysis" button.
Once launched, the agent performs several processing steps:
- receives an audio recording of the conversation
- converts audio into text transcription
- analyzes the dialogue between the client and the employee
- evaluates the conversation according to given criteria
- generates a brief analytical report
The analysis results are displayed directly in the call card and are available to managers and employees.
Important: Every Helper license holder using IP telephony can edit the AI prompt and independently set conversation analysis criteria in accordance with their business standards.
How the system works
The usage scenario for the AI agent is as follows:
- The client calls the company and IP telephony automatically records the conversation.
- The recording is saved in the CRM: the audio file is attached to the call card in the Helper system.
- The user starts the analysis using the “AI analysis” button in the call card.
- AI processes the conversation – performs transcription, analyzes the dialogue, and evaluates the quality of the consultation.
- A report with a conversation assessment, a brief summary, and recommendations appears in the call card.
AI Agent Functionality
The AI agent performs the full cycle of telephone conversation analysis—from transcription of the recording to assessing the quality of the consultation and generating recommendations.
Call transcription
AI converts the audio recording of a conversation into a text transcript and, where possible, identifies the structure of the dialogue, distinguishing between the agent's and the client's lines. The conversation transcript is saved in the CRM and is available for further analysis.
Dialogue analysis
The system analyzes the content of the conversation: the subject of the client's inquiry, the accuracy and completeness of the employee's responses, the consistency of the dialogue, and adherence to communication standards. This allows for the identification of communication weaknesses.
Assessment of the quality of consultation
AI evaluates the conversation based on key parameters: customer greeting, politeness, identification of needs, quality of service or product explanation, handling of customer questions, and proper termination of the conversation. Based on the results, a final rating is generated, along with ratings for individual criteria and the overall call status (good/average/problematic).
Brief summary of the conversation
The AI agent generates a brief call summary, outlining the client's purpose, key questions, and the outcome of the consultation. This allows for a quick understanding of the conversation without having to listen to the recording.
Recommendations for improvement
After analysis, the system generates brief recommendations for improving communication — for example, asking clarifying questions, explaining the terms of the service in more detail, ending the conversation gracefully, or avoiding interrupting the client.
Setting up analysis criteria
The AI agent supports flexible analysis customization. Each Helper license holder can edit the AI prompt and define their own evaluation criteria, communication standards, error types to identify, and analytical report structure, tailoring the system to the specifics of their business.
Tech stack
The solution is implemented using modern technologies for speech processing, dialogue analysis, and integration with a CRM system.
Speech Processing → converting audio recordings of calls into text using Speech-to-Text and Voice Processing technologies.
Dialogue analysis (Natural Language Processing) → analysis of conversation content, determination of dialogue structure and assessment of consultation quality based on NLP and LLM technologies.
AI analysis model → processing transcripts and generating analytical reports using the Google Gemini API.
Cloud Processing → Performing computations and audio processing in the cloud infrastructure for scalability and stable system operation.
Integration with CRM → connecting the AI agent to Helper CRM via Web Integration and API Integration to receive call records and display analysis results in the call card.
Business value of the solution
The implementation of AI-agent call analysis offers companies a number of advantages.
- Consultation quality control. Managers receive an objective assessment of employee telephone conversations.
- Improving service quality. Employees receive recommendations on how to improve customer communication.
- Reduced customer loss. Errors in consultations are identified more quickly, which helps improve the handling of incoming requests.
- Simplifying team monitoring. AI allows for conversation analysis without the need to manually listen to recordings.
- Flexible analysis customization. The system easily adapts to specific business requirements.
Implementation results
After implementing the AI agent, companies receive a tool for systematically monitoring the quality of telephone consultations.
Using this solution allows you to:
- improve the quality of communication between employees and clients
- improve incoming call processing
- reduce the number of lost leads
- speed up the training of new employees
- get transparent analytics of telephone conversations
The AI agent becomes part of the customer service management system and helps companies improve the efficiency of telephone communications.
Want to automate call analysis and improve the quality of customer communications?
We'll analyze your communication scenarios, customize evaluation criteria, and implement an AI agent in your CRM to meet your business needs.
👉 Submit a request – let's discuss your project.
