AI Conversation
Analytics
Improve transparency of customer communications, service quality, management speed and post-call automation — with AI-powered analytics for your contact centre.
Pain points
Challenges we solve
Limited communication transparency: no holistic view of calls, topics and dialogue quality across the contact centre
Heavy manual QA and analysis: QA managers spend days reviewing and scoring calls manually
Late problem detection: script violations, complaints and loss patterns tracked inconsistently
No automated post-call actions: CRM updates, escalations and task creation done manually with delays
Methodology
How we deliver it
Process & integration mapping
Map current call handling, QA process, CRM workflows and data flows to define integration and automation scope
Speech recognition & transcription setup
Configure speech-to-text for your languages, audio quality and domain vocabulary — contact centre optimised
Analytics model development
Build topic extraction, sentiment analysis, script compliance checking and quality scoring models
QA automation setup
Define quality rubric, scoring rules and automated flagging criteria for script violations and compliance issues
CRM & workflow integration
Connect post-call automation: CRM data updates, task creation, escalation routing and commitment capture
Dashboards & reporting
Deploy role-based analytics dashboards for operators, supervisors, QA, management and C-level
Interactive tool
See call analytics
What you get
Deliverables
100% call transcription
Every call transcribed automatically — no sampling, no manual listening — full population analytics
Topic & intent extraction
Automatic categorisation of call topics, customer intents, objections and outcomes across all calls
Automated QA scoring
AI scores every call against your quality rubric — script compliance, mandatory phrases, escalation triggers
Post-call automation
Triggers CRM updates, task creation, commitment capture and escalation routing based on call content
Role-based analytics dashboards
Operator, supervisor, QA and management views with drill-down into individual calls and trends
Multilingual support
Handles multilingual environments, noisy audio and non-standard domain vocabulary out of the box
ROI
Estimate your savings
ROI estimator
Based on Noventiq project benchmarks
Why us
Why clients trust us
Proven contact centre experience — projects with quality control, role analytics and CRM/ERP/SAP integrations across industries
Not just analytics — actions — call search, meaning extraction, post-call process launch and CRM automation
Speech + AI + LLM expertise — handles large volumes, multilingual environments and noisy/low-quality audio
Adapts to client maturity — from pilot to full production with integrations, security and compliance requirements
Technology
Tech stack
Speech & NLP
Analytics
Integration
Timeline
Project timeline
Real results
Case studies
Auto parts distributor — QA analytics
AI Conversation Analytics for a large auto components distributor with high inbound call volume. 100% call transcription, quality control, deviation detection, full CRM/ERP/SAP integration. Result: +3.1% conversion rate, -38% ACW, -70% QA time.
Telecom — speech analytics archive
Speech Analytics and AI search for a major telecom operator. Audio recordings from call centre transcribed, indexed for semantic search. Unstructured call archive transformed into a live analytics tool accessible to non-IT users.
Bank — post-call commitment capture
AI extracts key agreements, decisions and mutual obligations from banking calls. Generates official client letter with achieved agreements, routed for automatic sending or manual review before dispatch.
Ready to analyse every customer conversation?
Get a personalised consultation on AI Conversation Analytics.