How AI analyzes 100% of calls instead of 5% manually

The reality of manual quality control

In most contact centers, quality control looks like this: a supervisor selectively listens to 3-5% of calls, fills out checklists in Excel, and produces reports at the end of the month. The remaining 95% of conversations go unattended.

This means that:

• Problem calls are often discovered only after a customer complaint
• Operators don't get feedback in time
• Systemic problems (script deviations, wrong answers) go unnoticed for weeks
• Up to 25% of potential sales are lost due to unhandled objections

Statistically, 45% of QA specialists' working time goes to routine call listening rather than analysis and process improvement.

How Solovei changes this approach

Solovei automatically processes every call that comes through your telephony. The process is fully automatic:

1. Receiving the call – the platform automatically pulls the call recording from your PBX (Binotel, UniTalk or other providers)
2. Transcription – audio is converted to text with accuracy from 95%, separated into operator and customer
3. Criteria-based analysis – AI scores the call against your custom criteria: script adherence, politeness, objection handling, etc.
4. Results and notifications – scores appear on the dashboard, and on critical deviations automatic triggers fire

The whole process takes from a few seconds to a minute after the call ends.

What the manager sees

Instead of selective listening, the manager gets the full picture:

• Dashboard with overall quality metrics across the whole team
• Call list with automatic scores – filterable by operator, date, score, criteria
• Detailed review of each call with transcript, scores and error markers
• Operator analytics – who's doing well and who needs help

Implementation results

Companies that switch to automatic analysis usually see:

• A 90% reduction in QA time – supervisors focus on coaching rather than listening
• A 15-25% rise in service quality within the first 2-3 months
• Fewer complaints thanks to early notifications

How to get started

Connecting Solovei takes about 30 minutes. You only need to integrate your telephony system and set up evaluation criteria – and the platform will start analyzing calls automatically.

Try it free for 14 days →