The company and the task
Client: The company is not named: the project is under NDA.
Industry: Contact centres · Year: 2025
After every call the agent filled in the CRM record by hand: topic, substance, agreements. That took 5–7 minutes. While the agent typed, the next customer waited in the queue.
Before
Records were filled in sketchily and with mistakes: the wrong topic, the wrong deadline, a forgotten agreement. Repeat calls started with “tell me again”.
What we did
- The AI assistant listens to the conversation and has the record ready by the time the call ends: topic, resolution, next step, the customer’s mood.
- The agent checks it and confirms with one button. Uncertain fields are highlighted so the eye goes straight to them.
- The record goes into the CRM over API together with the transcript of the conversation.
Results in numbers
5–10 sper record, instead of 5–7 minutes
×2fewer errors in the data
What the client says
The project is under NDA: the client does not publish a quote or a name.
