Industry solution
Conversational AI for customer support and contact centers
At peak hours and overnight, calls pile up in the queue and get lost, quality is checked on a 2–3% sample, and no one tags why customers call — so support is run blind. The platform answers inbound calls around the clock with an AI secretary, automatically tags topics and reasons on 100% of calls, and runs voice NPS/CSAT surveys right after the contact. Managers see the queue, quality and reasons across the whole flow, not a random sample.
Support pains
Where a contact center loses customers and quality
Queue and dropped calls
At peak and overnight customers can't get through: the call piles up in the queue, drops off and becomes a missed contact no one ever learns about.
Quality by gut feel
You only get to review 2–3% of conversations. Whether the script held, whether the agent was polite, whether it was solved on first contact — stays out of view.
Reasons for contact are unknown
With no topic tagging, it's unclear what customers call about most and what to fix in the product or process so there are fewer contacts.
NPS and CSAT measured rarely
Surveys run once a quarter on a small sample. There's no response tied to a specific contact, and an unhappy customer leaves in silence.
What the platform gives you
Every pain is closed by a specific pillar
The AI secretary answers 24/7
Inbound calls are taken by the AI secretary: it answers with no queue day, night and at peak, collects the context of the contact and transfers to an agent — and after the transfer it stays on the line and prompts.
- No call is lost in the queue — answering runs around the clock.
- The secretary gathers the gist of the contact and the fields you need before the transfer to a human.
- After the transfer it stays on the line: it prompts the agent's next step and takes notes.
Topics and reasons on 100% of calls
Every contact is transcribed and tagged by topic and reason automatically. A reasons dashboard shows what customers call about most — with no manual tagging by agents.
- Auto topics and reasons for contact across the whole flow, not a sample.
- Reasons dashboard: you see what to fix in the product and process so there are fewer contacts.
- Quality metrics per conversation: tone, interruptions, share of silence, script adherence.
Quality and NPS on data
Voice NPS/CSAT surveys after the contact, dashboards by agent and team, and semantic search across the whole archive of contacts — quality is visible on every call, not on a rare sample.
- Voice NPS/CSAT right after the call — scoring on 100% of contacts, not once a quarter.
- Quality and reasons dashboards broken down by agent, team and period.
- Semantic search finds any contacts by meaning — for example, every complaint about a specific problem.
Scenarios
How it works in support
- 1
The AI secretary answers the call 24/7
A customer calls at peak or overnight, when all lines are busy. The AI secretary answers right away with no queue, holds a natural conversation, clarifies what the contact is about, collects the context and the fields you need — and either solves simple questions itself or transfers to the right agent on your rules.
On transfer, the secretary hands the agent the collected context and stays on the line: it prompts the next step, watches the script and takes notes. No call is lost in the queue, and the agent enters the conversation already prepared.
- 2
Auto topics for contacts and a reasons dashboard
Every call is transcribed and tagged by topic and reason automatically — across 100% of the flow, with no manual tagging by agents. The tags roll up into a reasons dashboard that shows what customers call about most and how it changes over time.
Managers see the full picture instead of guesses: which topics are growing, where negativity spikes, what to fix in the product and process so there are fewer contacts. The set you need — for example, every call about a specific problem — is easy to assemble with semantic search or a plain-language request to the copilot.
- 3
Voice NPS and CSAT surveys after the contact
Right after the contact, the AI agent runs a short voice survey: a score, willingness to recommend, a free-form comment. The survey runs on 100% of calls, not once a quarter on a small sample, and the customer answers by voice without switching to a form.
Answers are tagged automatically, tied to the contact and the agent, and flow into analytics. Dissatisfaction is visible right after the call, not after the fact: you can set an alert on a low score and review the conversation on a concrete example.
Result
Support stops working blind: no call is lost, quality is visible on every contact, and the reasons for contact are on a dashboard rather than in guesses.
- 24/7 call answering with no added headcount — the queue and lost contacts at peak and overnight go away.
- Quality control on 100% of conversations instead of a 2–3% sample.
- Topics and reasons for contact are tagged across the whole flow — you see what to fix in the product and process.
- NPS/CSAT is measured after every contact, not once a quarter on a small sample.
Key facts
- Where to start
- Upload your call archive or connect telephony — integrations aren't required to analyze topics, quality and NPS.
- Call answering
- The AI secretary answers inbound calls around the clock, collects context and transfers to an agent with prompts.
- Coverage
- Topics, reasons and quality metrics are tagged on 100% of contacts, not on a 2–3% sample of what's reviewed.
- Surveys
- Voice NPS/CSAT surveys run right after the contact and are tied to the call and the agent.
- Data
- Collected fields, topics and transcripts flow into your CRM (Bitrix24, amoCRM/Kommo, RetailCRM, Megaplan) and into any system via webhook.
FAQ
Frequently asked questions
Do I need a telephony integration to start?
No. To tag topics, control quality and run analytics it's enough to upload your archive of recordings. Telephony (MANGO OFFICE, Telfin, Sipuni, Zadarma, UIS and others) and the AI secretary for answering inbound calls are connected later, when you want to close the queue and overnight calls.
How does the AI secretary help with the queue and overnight calls?
The secretary answers inbound calls around the clock with no queue: it holds a conversation, collects the context of the contact, solves simple questions itself and transfers the rest to the right agent. After the transfer it stays on the line and prompts the agent rather than dropping the conversation. That way peak and overnight calls stop getting lost.
How are reasons for contact tagged?
Every call is transcribed and tagged by topic and reason automatically across 100% of the flow — with no manual tagging by agents. The tags roll up into a reasons dashboard that shows what customers call about most and how it changes over time. You can assemble the set you need with semantic search or a plain-language request to the copilot.
How are voice NPS and CSAT surveys run?
Right after the contact, the AI agent runs a short voice survey: a score, willingness to recommend and a free-form comment. It runs on 100% of calls; answers are tagged, tied to the contact and the agent, and flow into analytics. You can set an alert on a low score and review the conversation on a concrete example.
Does call data flow into our CRM or help desk?
Yes. Collected fields, topics, scores and transcripts are pushed into your CRM — Bitrix24, amoCRM/Kommo, RetailCRM and Megaplan are supported, and for any other system (including a help desk) there's a signed outbound webhook.
Industry solution
Industry scenario
24/7 call handling for customer support
An AI receptionist covers the first line of support at night, over the lunch peak and on holidays: it captures the request into fields, resolves routine cases from the knowledge base itself and escalates critical ones to the on-call engineer.
Learn moreInquiry quality control for customer support
Score every support conversation against your quality scorecard: greeting, empathy, script adherence, forbidden phrases, first-contact resolution (FCR) — with auto-tagged violations and alerts to the supervisor.
Learn moreVoice NPS and CSAT surveys for customer support
An AI agent calls back after a ticket is closed and runs a short voice CSAT/NPS survey: a score plus "why." The platform extracts sentiment and topics from the answer, ties it to the ticket and agent, and alerts on detractors.
Learn moreAI whisper coach for a support agent in a live call
The AI receptionist takes the first line, transfers to an agent and stays in the call as a whisper coach: it shows the customer's history and knowledge-base articles, prompts the next step, warns of risks and fills the ticket itself.
Learn moreReady to start?
Turn every conversation into data, knowledge and action
Start by analyzing your conversations — no risk, no bots required. The platform turns your archive into data and a knowledge base, and voice agents plug in when you're ready.
Free plan, no card required.