In a call center, the most expensive question goes unanswered: why did we sell less this month? The number of calls is known, but what happened inside the conversation can only be found out by random listening — and in practice, nobody listens to hundreds of calls.
AI Call Analytics transcribes every call and evaluates it against the same criteria. As a result, you get not individual opinions but comparable metrics.
What is analyzed
Script compliance
Did the operator greet the customer, ask about their needs, present the offer and agree on the next step?
Reasons for refusal
Why customers say no most often: price, lead time, a missing service.
Conversation tone
Signs of dissatisfaction and tension — those calls are flagged separately for the manager.
Lost calls
A list of numbers whose calls went unanswered and were never called back.
What it connects to
We have our own telephony infrastructure — we install Asterisk-based PBX systems and manage call recordings. We can also work with recordings from cloud telephony services: if the call log and audio files are accessible, analysis is possible.
This service is currently in the pilot stage. The reason is simple: the quality of speech recognition in Azerbaijani varies depending on speaking style, line quality and background noise. That's why we first run measurements on your own call recordings — if the result isn't accurate enough, we tell you and don't sell the service. It's never promise first, measurement later.
The legal side
Analyzing call recordings involves employee and customer data. Before rollout, matters such as the call recording notice, employee consent and retention period are settled together. If needed, the analysis is carried out on your company's own server.
How we work
All our AI solutions follow the same principle: AI does not make decisions — it speeds up your employees' work. The system prepares a draft, and a person reviews and approves the result. This lowers the risk of errors and keeps your team in control of the process.
- Discovery and audit — together we measure how much time each process takes.
- Pilot — a limited-scope trial in one department, using your real data.
- Measuring results — we compare the numbers before and after the pilot.
- Full rollout — once the results are clear, it is extended to the whole company.
- Ongoing support — the model and rules are updated as your workflows change.
Is this solution right for your business?
Let's review your process in a short conversation — if it's not a fit, we'll tell you so.
Contact usFrequently asked questions
What does AI call analytics for a call center analyze?
Every call is transcribed and evaluated against the same criteria: the operator's script compliance, the customer's reasons for refusal, and signs of dissatisfaction and tension in the conversation. Numbers whose calls went unanswered and were never called back are also shown in a separate list.
Does it accurately recognize calls in Azerbaijani?
The service is currently in the pilot stage, because the quality of speech recognition in Azerbaijani depends on speaking style, line quality and background noise. Measurements are first run on your call recordings, and if the result isn't accurate enough, the service is not sold.
Which phone system does it work with?
Creative Group installs Asterisk-based PBX systems and manages call recordings. It can also work with cloud telephony services: if the call log and audio files are accessible, analysis can be carried out.
How is call recording analysis handled from a legal standpoint?
Before rollout, the call recording notice, employee consent and retention period are settled together. If needed, the analysis is carried out on your company's own server.
