Automation capabilitiesSpeech, communications and AI coaches

Automating the analysis of conversations, calls and business meetings

Conversation → Transcription → Analysis → Action → AI coach

Every business conversation contains information that can be useful to the company: customer needs, technical issues, agreements, decisions, tasks and deadlines.

Speech recognition and artificial intelligence can automatically turn audio and video recordings into text, analyse their content, extract structured data and initiate follow-up actions in CRM, Help Desk and other business systems.

Automation goes beyond transcription.

AI conversation analysis can identify missed questions, unrecorded agreements, unresolved issues and other situations that require attention. An AI coach can use these findings to prepare personalised recommendations for improving communication with customers and colleagues.

Below are three example conversations. You can listen to each one, read the full transcript and see the useful information and actions an automated system can prepare.

01 / Examples

Three conversations — three outcomes

Listen to a conversation turn into specific actions

Choose one of three scenarios:

Sales and negotiations / Customer support / Business meetings

Each scenario includes:

an audio recording of the conversation;
a full transcript with turns attributed to speakers;
an automatic summary and extracted facts;
draft tasks and follow-up actions;
AI coaching recommendations or suggestions for improving the workflow.

Listen → Review the analysis → Get the result

All conversations and their processing results were prepared specifically to illustrate automation capabilities.

Audio playback and the analysis demonstration run separately. Speech recognition and AI analysis do not run in the browser.

A / Sales and negotiations

How a conversation with a potential customer becomes a CRM task and coaching recommendations

A customer contacts a service company about servicing three industrial air conditioning units.

During the conversation, the manager clarifies the general need, discusses a one-off service and the possibility of an annual contract, and agrees to prepare a quotation.

Several important technical and organisational questions remain unanswered.

Audio recording · Sales and negotiations

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Full transcript · 26 turns

1Sales Manager (Anna)Good afternoon, TechService, this is Anna speaking. How can I help you?

2Customer (Mark)Hello. We need maintenance for three industrial air conditioning units.

3AnnaWhat type of facility are the units installed in?

4MarkThey're at our warehouse complex on the north side of the city.

5AnnaAre you looking for a one-time service or an ongoing maintenance contract?

6MarkJust a one-time service for now, but we're considering a yearly contract.

7AnnaAre you experiencing any problems with the equipment?

8MarkOne unit is making a lot of noise, and the others haven't been checked in a while.

9AnnaI see. When was the last maintenance service performed?

10MarkLast autumn, as far as I remember.

11AnnaWe can arrange an inspection and preventive maintenance.

12MarkThat sounds good. We'd like a price for servicing all three units.

13AnnaWe'll prepare a quotation for you.

14MarkWe'd like to receive it by Friday.

15AnnaAll right, I'll try to send it tomorrow.

16MarkWill replacement parts and consumables be included in the price?

17AnnaWe'll list the service costs and any possible additional materials separately.

18MarkGreat. Please also include the expected date of the service visit.

19AnnaOf course, we'll take that into account.

20MarkJust remember that access to our warehouse is only available until six in the evening.

21AnnaUnderstood. I'll pass that information to our engineers.

22MarkI can send you some photos of the equipment if that would help.

23AnnaYes, the photos would be useful for preparing the quotation.

24MarkWhere should I send them?

25AnnaI'll send you our email address after the call.

26MarkPerfect. I'll wait for your quotation. Thank you, goodbye.

01 / Summary and facts

Quantity: 3 industrial air conditioning units
Request: Quotation: work, materials and site visit dates
Requested deadline: By Friday; the manager will try to send it tomorrow
Site access: Until 6:00 pm

The customer needs a one-off service for three industrial air conditioning units in a warehouse. One unit is noisy. An annual contract is also being considered.

02 / Action and AI coach

Draft action

Draft CRM task: prepare a quotation.

Clarify the models, exact address and email. Confirm the calendar date for sending the quotation and the link to the customer record.

Requires clarification and confirmation

Recommendation / next step

Clarify the technical details and contact information before promising a quotation. At the end, repeat the agreements and confirm the exact deadline.

Evidence in the conversation

Turn 14 Turn 15 Turn 24 Turn 25

Detailed analysis result

The example analysis was prepared in advance. Draft actions require review and confirmation.

Summary and extracted data

Brief summary

The customer is interested in a one-off maintenance service for three industrial air conditioning units installed in a warehouse complex. An annual contract is also being considered.

One unit makes excessive noise. According to the customer, the last maintenance service took place last autumn.

The customer requested a quotation covering labour costs, possible consumables and dates for a specialist visit.

The customer would like to receive the quotation by Friday. The manager said she would try to send it tomorrow, but the exact calendar date has not been confirmed.

Warehouse access is limited to 6:00 pm. The customer offered to send equipment photos to help prepare the quotation.

Extracted data

Parameter	Result
Service	Maintenance of industrial air conditioning units
Quantity	3 units
Site	Warehouse complex
Issue	Excessive noise from one unit
Order type	One-off maintenance
Additional opportunity	Annual service contract
Customer request	Quotation
Requested deadline	By Friday
Site access	Until 6:00 pm
Missing data	Equipment models, exact address, contact email

Prepared CRM action

Create a task: “Prepare a quotation”

The system drafts a task describing the customer's needs, known conditions and information that needs clarification.

Additional actions:

clarify the equipment models and technical specifications;
obtain photos of the units;
confirm the customer's email address;
agree on a specific date for sending the quotation;
check whether annual maintenance can be offered.

The draft task can be linked to an existing deal after the customer has been reliably identified.

Personal AI coach

What the manager did well

The manager clarified the type of service, identified an equipment issue, discussed preparing a quotation and recorded the site access restriction.

What could be improved

Before promising a quotation, the manager should have clarified the equipment models and key specifications, as well as the maintenance frequency if the customer is considering an annual contract.

Contact details also need to be confirmed, and a specific date agreed for sending the quotation, rather than leaving it at “I'll try tomorrow”.

AI coach recommendation

“Before promising a quotation, clarify the equipment's technical specifications and make sure you have the customer's contact details. At the end of the conversation, briefly repeat the agreements and confirm the exact deadline for the next action.”

B / Customer support

How a customer enquiry becomes a structured Help Desk ticket

A user contacts technical support after a software update.

The application no longer starts. The support agent asks questions, suggests a standard troubleshooting step, clarifies some circumstances and registers the enquiry.

The conversation contains information needed for diagnosis, but the cause of the failure remains unknown.

Audio recording · Customer support

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Full transcript · 26 turns

1Support Agent (Irina)Good afternoon, PortalPro technical support. This is Irina. How can I help you?

2Customer (Denis)Hello. After this morning's update, our application stopped working.

3IrinaWhen exactly did you install the update?

4DenisThis morning, just before the start of the working day.

5IrinaWhat happens when you try to open the application?

6DenisThe window appears for a second and then simply disappears.

7IrinaCould you try restarting your computer?

8DenisI've already restarted it twice. Nothing has changed.

9IrinaI see. Are other applications working on your computer?

10DenisYes, the browser, email, and everything else are working normally.

11IrinaDo you see any error message when launching the application?

12DenisSometimes I briefly see a message saying, "Unable to connect to the server."

13IrinaIs your internet connection working?

14DenisYes, the internet works fine. I can open websites without any problems.

15IrinaCan your colleagues open the application?

16DenisIt works for two of them, but another colleague has exactly the same problem.

17IrinaAll right, so the issue isn't affecting every user.

18DenisApparently not. But we urgently need the application to process customer requests.

19IrinaI understand. I'll register a support ticket and forward it to our technical team.

20DenisWould you like me to send a screenshot of the error?

21IrinaYes, please reply to our support email and attach the screenshot.

22DenisAll right. I can also provide the exact time when the error occurred.

23IrinaExcellent, that will help us investigate. I'll pass everything to a technical specialist.

24DenisCould you tell me when I should expect an update?

25IrinaYou'll receive confirmation of your ticket now. We'll provide an estimated resolution time after the initial diagnosis.

26DenisAll right, I'll wait for your update. Thank you for your help.

01 / Summary and facts

Symptom: The window appears and disappears
Message: Unable to connect to the server
Already tried: Two restarts; the problem persists
Scope: At least two users

After the morning update, the application closes on startup. Two restarts did not help. At least two users are affected. The cause is unknown.

02 / Action and AI coach

Draft action

Draft Help Desk ticket: the application will not start after an update.

Request the application version, OS, logs, a screenshot and the time of the error. Resolution time follows diagnosis; priority follows support rules.

Requires clarification and confirmation

Recommendation / next step

Before suggesting a standard fix, find out what the customer has already tried. Record diagnostic details for the next specialist.

Evidence in the conversation

Turn 7 Turn 8 Turn 19 Turn 25

Detailed analysis result

The example analysis was prepared in advance. Draft actions require review and confirmation.

Summary and extracted data

Brief summary

After the morning update, the application stopped starting on the customer's work computer.

On startup, the application window briefly appears and closes. A message about being unable to connect to the server sometimes appears.

The customer restarted the computer twice, but the problem persisted. The internet connection and other applications work normally.

At least one colleague has the same problem. The application starts for two other employees.

The failure hinders the processing of customer requests. The agent agreed to register a ticket, forward it to a technical specialist and requested a screenshot of the error.

The underlying technical cause has not been established. The resolution time is also still unknown.

Extracted data

Parameter	Result
Category	Software technical support
Event	Application update
Symptom	The application closes after startup
Message	Unable to connect to the server
Already tried	Computer restart
Check result	The problem persists
Scope	At least two users
Impact	Request processing is disrupted
Status	Unresolved issue
Missing data	Application version, OS, technical logs

Prepared Help Desk action

Create a ticket: “Application will not start after an update”

The system prepares a technical support ticket with the symptoms, checks already performed and known scope of the problem.

Additional actions:

request a screenshot and the exact time of the error;
clarify the application version and operating system;
check for known issues following the update;
forward the ticket to a technical specialist;
give the customer the ticket number and explain the next steps.

Priority is determined by approved technical support rules and the actual impact of the failure on business operations.

Personal AI coach

What the agent did well

The agent clarified the symptoms, checked whether other applications worked, established whether colleagues were affected and recorded the need to forward the ticket to a technical specialist.

What could be improved

The agent suggested a restart before finding out whether the customer had already tried it.

For a more effective diagnosis, the agent should have clarified the application version, operating system and any known errors following the update.

It also helps to explain the next processing step and how the customer will receive ticket updates in advance.

AI coach recommendation

“Before suggesting a standard fix, first find out what the customer has already tried. Clarify diagnostic details and record them in the ticket so the next specialist does not have to start from scratch.”

C / Business meetings

How a project discussion becomes meeting minutes and tasks with assigned owners

A team lead, a marketing specialist and an analyst discuss updating the company's price list and website services page.

During the meeting, participants identify the required changes, assign several tasks, discuss deadlines and establish a mandatory condition for publication: price approval by the finance department.

Some responsibilities and deadlines have been assigned, but several questions still need clarification.

Audio recording · Business meetings

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Full transcript · 26 turns

1Team Lead (Olga)Good morning, everyone. Today we'll discuss updating our price list and the services page on our website.

2Marketing Specialist (Anna)I've prepared some notes on the current price list.

3OlgaGood. What needs to be changed first?

4Data Analyst (Mark)Two new services have been added to our CRM, but they're not included in the published price list yet.

5OlgaThen we definitely need to add those two services.

6AnnaWe'll also need short descriptions for them on the website.

7MarkI can export the service names and current prices from our ERP system.

8OlgaMark, please take responsibility for preparing that export.

9MarkSure, I'll do it this afternoon.

10AnnaI'll write descriptions for the new services and review the existing content.

11OlgaWhen can you finish that?

12AnnaI think everything will be ready by Thursday.

13OlgaExcellent. We need the complete price list updated by Friday.

14MarkWho needs to approve the final prices before publication?

15OlgaThe finance department. We can't publish the new prices without their approval.

16AnnaIn that case, I'll submit the materials for approval once I receive the export.

17OlgaYes, that's exactly what we'll do.

18MarkOne more thing. Two items in the old price list have different names, but they actually refer to the same service.

19OlgaWe should merge them under one standardized name.

20AnnaI'll check the wording and confirm it with the sales department.

21OlgaGood. And please remember to check the links on the updated page.

22MarkWe can run the technical checks once the changes have been made.

23AnnaWhen are we planning to publish the new version of the page?

24OlgaAfter the prices are approved. We'll agree on the exact publication time separately.

25MarkAll right. I'll share the prepared files with everyone in the meeting.

26OlgaAgreed. We'll review the progress on all these tasks at our next meeting.

01 / Summary and facts

Mark: ERP export — this afternoon
Anna: Service descriptions — by Thursday
Price list: By Friday; the final owner has not been assigned
Mandatory condition: Price approval by the finance department

The team discusses updating the price list and services page. Mark will export ERP data, and Anna will prepare descriptions. New prices must not be published without finance approval.

02 / Action and AI coach

Draft action

Draft meeting minutes and seven tasks for the business system.

Resolve relative deadlines against the meeting date. Assign owners for the price list and final review; clarify approval and publication timing.

Requires clarification and confirmation

Recommendation / next step

End the meeting by checking the task list: an owner, a specific deadline and completion conditions for each task.

Evidence in the conversation

Turn 8 Turn 9 Turn 12 Turn 13 Turn 15 Turn 24

Detailed analysis result

The example analysis was prepared in advance. Draft actions require review and confirmation.

Summary and extracted data

Automatically prepared meeting minutes

Topic: Updating the company's price list and services page.

Participants: Olga — team lead, Anna — marketing specialist, Mark — analyst.

Key decisions

Two new services from CRM need to be added to the price list. Website descriptions need to be prepared for them.

Current names and prices will be obtained from ERP.

Two items with similar meanings but different names need to be standardised after review.

New prices must be approved by the finance department before publication.

After the changes, the page needs a technical check, including its links.

Automatically extracted tasks

Task	Owner	Deadline
Export names and prices from ERP	Mark	This afternoon
Prepare service descriptions	Anna	By Thursday
Agree on a standard service name with the sales department	Anna	Not specified
Check and approve prices	Finance department	Before publication
Update the price list	Needs an assigned owner	By Friday
Check links after the changes	Needs an assigned owner	After the update
Send the prepared files to the participants	Mark	Not specified

Relative deadlines must be resolved against the actual meeting date. Tasks without a specified owner or exact deadline are flagged for clarification.

Prepared actions

The system drafts meeting minutes and tasks for the company's Task Manager.

After the relevant data has been confirmed, tasks can be assigned to employees and deadlines added to the calendar or project management system.

Publication of new prices must not start until the mandatory finance approval has been received.

AI analysis of meeting quality

What was organised well

Participants identified the main changes, assigned owners for some of the work and stated an important dependency: new prices can only be published after finance approval.

What could be improved

No single owner was assigned for the final price list update.

The exact publication date and the deadline for obtaining finance approval were not established.

The owner of the final technical review of the updated page also needs to be recorded.

Recommendation

“At the end of the meeting, go through the task list and confirm an owner, a specific deadline and completion conditions for each task. This will reduce the need for follow-up clarification.”

Processing route · interactive diagram

Preparation → selected conversation analysis → review and recording of the result

Diagram ready to start

Shows the processing route for the selected conversation.

Audio / videoTelephony · meeting · authorised recording

Recording preparationPython-script · format and audio track

Speech recognitionspeech-to-text-model

Turns and timestampsStructured transcript

Semantic analysistext-LLM-model · facts and agreements

CRM draft + AI coachTask and personalised recommendation

Help Desk draftSpecialist task and recommendation

Draft minutesTasks requiring clarification and confirmation

Checks and access rightsPython-script · required fields

Results and historyPostgreSQL · drafts and findings

Permitted actionsEmail / CRM / API · after review

02 / Automation capabilities

How the automated pipeline works

One processing workflow — different business outcomes

All three scenarios use a common architecture for processing speech information.

Receiving audio and video

The pipeline receives a recording from business telephony, a video conference, internal storage or another authorised source.

python-script checks the format, prepares the audio data and starts processing.

Automatic transcription

speech-to-text-model converts speech into text. Where needed, the system detects speaker changes, generates timestamps and links individual turns to the corresponding participants.

The transcript becomes the basis for semantic analysis, information retrieval and subsequent automated actions.

Semantic analysis with an LLM

text-LLM-model receives the transcript and analyses it according to the communication type.

For sales, the system identifies customer needs and commercial agreements.

For customer support, it extracts failure symptoms, actions already taken and the outcome of the enquiry.

For a business meeting, it compiles decisions, tasks, owners and deadlines.

Information is converted into structured data that can be stored in PostgreSQL and passed to business systems.

Fact checking and action preparation

After analysis, python-script checks required fields, structural correctness and compliance with business rules.

If the conversation does not specify an owner, a date is unknown or other necessary information is missing, the system flags it for clarification.

Confirmed information can be automatically passed to CRM, Help Desk, Task Manager, ERP and other systems through APIs.

AI coach and personalised recommendations

An additional analysis module compares the conversation with approved communication standards.

It can identify missed questions, vague agreements, recurring mistakes and opportunities to improve service quality.

The analysis produces recommendations, examples of more effective wording and individual exercises.

For example, an AI coach can simulate a dialogue with a virtual customer, ask questions and help an employee practise difficult situations.

Recommendations should be based on verifiable turns and should not be presented as an infallible assessment of a person.

Storage and integration

Processing results, transcripts, draft actions and technical history can be stored in PostgreSQL or other business systems in accordance with access and retention rules.

After processing, the pipeline performs permitted actions: creates tasks, updates CRM records, prepares emails, sends notifications and provides material for analytics.

Automation thus covers the entire workflow — from receiving a recording to a specific business outcome.

03 / Automation capabilities

Beyond transcription

A conversation transcript is input data, rather than the final outcome

A standard speech recognition system converts audio into text.

An automated pipeline can perform many more operations:

Recognise → Understand → Extract facts → Check → Prepare an action → Give a recommendation

For example, the system can detect that a manager promised to send a quotation, a support agent did not resolve a customer's problem, or meeting participants did not assign an owner for an important task.

Each such situation can trigger a task, notification, additional check or personalised recommendation.

Predictable software logic handles standard checks and actions, while AI models are used where natural language analysis is needed.

04 / Automation capabilities

What the business gains

Automating business communications reduces manual effort and helps the company make better use of information it already has.

Employees do not need to listen to lengthy recordings, prepare detailed notes and transfer conversation outcomes to business systems manually every time.

Agreements, tasks and unanswered questions become visible and available for follow-up.

Managers can analyse recurring service issues, common customer objections and meeting outcomes.

AI coaches help employees develop professional skills using specific examples alongside general training materials.

The accumulated structured data can also support BI analytics, process monitoring and improvements to internal procedures.

05 / Automation capabilities

Privacy and control

Audio recordings, transcripts and analysis results must be handled in accordance with applicable privacy and personal data protection requirements.

Real business workflows require lawful grounds for recording and analysing conversations, as well as defined access rights, retention periods and deletion rules.

Significant automatic analysis results must remain verifiable. If the system cannot reliably establish a fact, deadline, owner or agreement, it should flag the uncertainty rather than invent an answer.

The examples use prepared conversations and analysis results. Listening does not require microphone access and does not perform real operations in CRM or other business systems.

06 / Automation capabilities

From conversation to outcome

Speech → Structured data → Automated actions → Personalised recommendations

The three example scenarios illustrate a common principle.

Conversations become more than audio files that need to be reviewed manually. They become a source of information, tasks, decisions and opportunities to improve business processes.

07 / Your process

Discuss communication automation

Do your employees make calls and attend meetings every day, while much of the useful information goes unnoticed?

Show us how you currently handle communications — we will identify ways to automate transcription, conversation analysis, agreement tracking and personalised recommendations.

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