ProfiCRM: AI call quality control

What this solution does

The Proficrm: AI Call Quality Control module provides systematic auditing of telephone conversations within the Bitrix24 environment. Its functionality includes call control cards, evaluation checklists, workflow stage automation, as well as automatic transcription and AI-based evaluation of calls. Managers can monitor the review process, controllers work with cards and checklists, and administrators manage settings, access rights, and call processing.

A PDF presentation is available for a quick overview of the module. The document provides concise and clear information about its capabilities and features.

The module is designed for sales department managers, quality assurance specialists, and business owners who need automated call monitoring. The tool analyzes customer conversations, identifies deviations from scripts and service standards, and generates reports to improve team performance.

The module automates call quality control using artificial intelligence. The system analyzes operator dialogues to identify deviations from approved scripts and service standards. This enables the detection of staff errors, ensures compliance with regulations, and improves overall service levels without the need for manual review of every call.

The ProficRM module provides automated analysis of call recordings using artificial intelligence. The system identifies deviations from approved scripts, evaluates adherence to communication protocols, and captures key customer phrases. The tool enables detection of customer churn risks and growth opportunities for operators without the need to manually listen to every conversation.

AI call transcription

The system automatically converts call audio recordings into text and stores the result in the quality control card. This allows controllers to avoid listening to the entire conversation while enabling managers to quickly assess its content. The generated text serves as the basis for automated checklist evaluation.

The conversation text is stored alongside the quality control card. Transcriptions are also used to review disputed calls.

Call evaluation checklists

Checklists define a clear evaluation methodology: criteria, answer options, comment fields, and a final score. They can be used for both automated AI assessment and manual review by quality controllers.

Module capabilities:

Ready-to-use basic template for quick start.

Ability to create custom criteria and evaluation options.

Detailed criterion descriptions to improve AI accuracy.

Support for different checklists tailored to various call topics.

Generation of final scores, comments, and analytics data.

AI call evaluation against checklists

The system analyzes the call transcript and compares it with a selected checklist. The call card automatically receives evaluation results for each criterion, indicating which items were completed, which require attention, and the reasoning behind the AI's decisions.

The module generates a summary conclusion with explanations for each checklist item. If needed, a quality controller can review the result and manually adjust the evaluation.

The module uses the standard Bitrix24 AI infrastructure. When BitrixGPT is active on the portal, a global request limit applies. The built-in task queue ensures smooth processing by sending requests gradually, respecting local limits, and automatically pausing when a limit error occurs. This prevents BitrixGPT from being overwhelmed during mass call transcription and evaluation, preserving resources for other portal AI scenarios. Administrators can monitor the queue status and the pause triggered by the limit.

Digital Quality Control Workspace

A unified interface for call audits. Audit cards are displayed as a Kanban board by stage or in a table view for filtering and bulk operations. Each card consolidates call data, audio recording, topic, checklist, comments, AI-generated transcription, and the final evaluation result. Managers monitor the overall audit flow, auditors work with cards and checklists, while administrators configure the process, access rights, and processing parameters.

The module automatically generates call quality control cards for selected employees and call types. Calls lasting up to 30 seconds are automatically routed to the 'Short Call' stage. Filtering by department and specific employees is available.

The module automates call quality control processes. Notifications speed up the work of specialists, ensuring all calls are checked on time. Automated discipline eliminates the risk of missed checks and forgotten cards. Scenarios can be expanded using robots and business processes of the Bitrix24 platform.

Analytics in the Proficrm BI builder

Generate call quality reports in any dimension:

by contacts and companies;

by deals and pipeline stages;

by departments and individual employees;

by checklists.

The builder's capabilities allow creating reports for any required task.

Access rights and digital workspace

The module allows flexible configuration of access rights to cards, evaluation results, and workspace sections. This ensures employee isolation from the general team, enhancing the independence and objectivity of quality control. The remote work format enables hiring specialists from various regions, reducing operational costs. Configuring access rights within Bitrix24 takes just a few minutes.

Demo mode

Available for 14 days without obligations or payment. Suitable for testing with a team or a remote employee. Includes real scenarios and evaluation examples.

Technical support is provided free of charge. Specialists assist with rapid deployment and configuration of the solution. They promptly answer any questions regarding system operation. Support is available to all users in both demo mode and after purchase.

Documentation for the Proficrm module: AI call quality control

Detailed documentation helps set up a digital quality control workspace, covering call selection, checklists, AI transcription, AI evaluation, bots, queues, access rights, and diagnostics.

The material includes step-by-step instructions for configuring the solution and launching the first verification scenario. It describes checklists, AI analysis mechanisms, bot operations, and queues. Typical workflows for managers, quality controllers, and administrators are also provided.

ProfiCRM: AI Call Quality Control

This module provides automated analysis of phone conversations using artificial intelligence. The system identifies deviations from service standards, evaluates adherence to scripts, and records key dialogue moments. The tool is designed for integration into the existing ProfiCRM infrastructure, helping managers and supervisors maintain high service levels without manually listening to every call.

ProficRM module for automated call quality control using artificial intelligence. The system analyzes operator dialogues, identifies deviations from service standards, and provides detailed reports to improve call center efficiency.

The Proficrm module provides automated quality control of phone calls using artificial intelligence. The system analyzes dialogues, identifies deviations from service standards, and helps managers improve communication skills. The functionality integrates into the existing Proficrm CRM system without requiring additional hardware installation.

Available at proficrm.ru, as well as via social networks and messengers.

The Proficrm module provides automated quality control of phone calls using artificial intelligence. The system analyzes dialogues, identifies deviations from established communication standards, and generates detailed reports for managers. The tool integrates into the Proficrm ecosystem, allowing configuration of evaluation rules and monitoring of employee performance in real time.

The Proficrm module implements automated call quality control based on artificial intelligence. The system analyzes dialogues, identifies deviations from established standards, and generates detailed reports for managers. Integration with WhatsApp enables processing calls made through this messenger within a unified customer base management interface.

The Proficrm module provides automated call quality control using artificial intelligence technologies. The system analyzes call recordings, identifies deviations from established standards, and generates detailed reports for managers and supervisors. The solution is compatible with the Proficrm ecosystem and processes telephone call recordings.

The ProfiCRM module provides automated AI call quality control. The functionality integrates with the online chat to analyze dialogues. The system evaluates communication against established standards and identifies deviations without operator intervention.

If “ProfiCRM: AI call quality control” fits the task, General iT can install the module, configure it and verify the result in the project.