AI for call centers: voice agents, quality review, coaching
Most call centers review a small sample of calls by hand and miss the rest. We put voice agents on routine requests and review 100% of conversations with our own LLM, so supervisors work from facts.
Typical tasks
- 01AI call center on the first line
Voice agents take routine calls: order status, bookings, data changes and simple questions. Complex calls go to an operator with a short summary. Queues for human agents get shorter.
- 02Quality review of every call
Our own LLM scores every conversation against your checklist. You see script breaches, rudeness, skipped steps and contact reasons. Supervisors listen only to calls with issues.
- 03Sales call coaching
Each rep sees where a customer was lost and how objections were handled. The team lead sees trends across the team and runs reviews on real examples.
- 04Tier 1 support automation
Chat and voice agents resolve routine requests on WhatsApp, the website and the phone. A ticket with the full history is created in your helpdesk.
- 05Contact reasons and complaints
The model groups calls by topic and shows what is growing this week. Product and marketing see a problem before it shows up in reviews.
- 06Test suites for agents
Before every change the agent runs through a set of test conversations. This catches regressions before customers hear them.
- 07Shift summary for supervisors
After each shift the supervisor gets a Telegram summary: how many calls the agents took, how many went to people and why. Calls with a complaint risk are listed separately. Reviews start with them, not with a random sample.
Data and access requirements
- Telephony through SIP or your PBX, with no change of numbers.
- GDPR and call recording: recording notice, limited retention and processing by our own LLM with no third-party models.
- EU AI Act transparency: callers are told they are speaking with an AI agent.
- Integration with your CRM and helpdesk (HubSpot, Pipedrive, Kommo and others) through API, with every agent action logged.
What we build for this industry
Questions
Will AI replace our operators?
No, and we do not recommend it. Agents take routine, repeating requests, and operators handle complex and valuable customers. The agent starts on part of the traffic, so you can compare results with people.
Which telephony works?
Any SIP-based system: a cloud PBX, your own PBX or your contact center platform. Your numbers stay yours. For analytics we only need access to recordings through API or storage.
How are calls scored?
Against your checklist: greeting, needs discovery, script, objections, closing. We set the criteria with your supervisors and check the model’s scores against a sample scored by people.
What does it cost and how long does it take?
From $5,000 for a turnkey project. Discovery takes 1-2 weeks, the estimate 2-3 days and the build 4-8 weeks with weekly demos. After launch we support the system under an SLA.
What do you need from us to start?
Recent call recordings, your current scoring checklist, scripts and access to the CRM or helpdesk. In discovery we listen to calls with your supervisors, choose the routine requests for the agent and agree which metrics we compare after launch.
What if speech is transcribed wrongly?
AI sometimes mishears, especially on noisy lines, mixed languages or fast speech. So we check scores against a sample reviewed by people and show supervisors the exact quote behind each flag. Disputed calls go to manual review before they affect any rating.
Describe the task. The first call is with the founder.
We reply within one business day. 30 minutes to tell you whether it is worth doing and what it costs.