Project Goal
Create a system for automatic analysis of employees' phone conversations with clients based on Binotel telephony using artificial intelligence for:
improving customer service quality;
identifying problem areas in communication;
reducing human factors in quality control.
Project Tasks
Automatic transcription of all conversations
AI analysis of dialogues based on specified criteria.
Assessment of operator communication quality.
Identification of:
missed greetings and farewells,
absence of introduction,
absence of mentioning the client's name in the conversation,
inappropriate tone,
rudeness,
script violations,
absence of a sales closing offer;
failure to inform the client about services and promotions.
Highlighting key words and phrases (triggers).
Generating reports and analytics.
The summary report and analytics should be sent in tabular form to the manager's email.
Data Source
Cloud telephony Binotel
Access via:
Binotel API
exporting call recordings
Functional Requirements
- Call Processing
Automatic uploading of call audio files
Support for the Russian language
- Conversation Analysis (AI module)
AI should determine:
client greeting;
employee introduction;
needs assessment;
product/service offering;
handling objections;
dialogue closure;
emotional tone of the client and operator;
presence of prohibited phrases;
adherence to the script.
4.3. Quality Assessment (scoring)
Each call is assigned a score, for example:
0–10 points
status: good / average / problematic
Example criteria:
Parameter
Points
Greeting
1
Introduction
1
Politeness
2
Needs Assessment
20
Dialogue Closure
20
Absence of Violations
20
5. Reports and Analytics
Overall statistics by days/weeks/months
Operator ratings
Average call duration
Frequent reasons for refusals
Top negative phrases from clients
Heatmap of problematic hours
Interface
Web admin panel
Filtering by:
date
employee
call type
quality assessment
Listening to calls + text transcription
Highlighting problematic fragments in color
User Roles (admin / manager / operator)
Action logging
Access restriction to personal data
Expected Result
Improvement in service quality
Reduction in the number of complaints
Increase in call conversion
Transparent employee control
Time savings for the manager