AI-SM: Instant Feedback, Sales Team Monitoring, and Training + 32 Freed Hours per Month

Key Case Overview

Before we began our collaboration, the dental clinic’s sales department struggled with manual call quality analysis. This process consumed a lot of time and required constant oversight from managers. Customer service quality was assessed irregularly, which negatively impacted service quality.

The client set a goal: automate the process of analyzing and evaluating calls in order to reduce the time spent on management oversight and improve customer communication.

Key Project Stages:

  1. Implementation of AI based on GPT chat for call analysis, followed by the provision of summary reports.
  2. Setting up the system for automatic upload of audio files to Google Drive via Zapier.
  3. Automating the call evaluation process and providing recommendations based on AI analysis.

Results

  • We created a tool we named AI-SM (AI Sales Manager). The AI Sales Manager is an intelligent system designed to manage and optimize the sales department’s operations. The AI automates the process of assessing customer service quality by analyzing phone calls. The system identifies mistakes, evaluates the quality of interactions with customers, and provides recommendations for improvement.
  • Thanks to the automation, the clinic’s sales manager noted that they gained up to 8 free hours each week to focus on strategy development, testing new scripts, and improving service.
  • We established a system for evaluating the sales department’s performance (SDP). Automatic reports enabled us to assess customer communication efficiency on a 10-point scale and generate reports based on these evaluations.
  • The percentage of manual call evaluations has dropped to a minimum since 80% of all inquiries came from calls. Now, these inquiries are automatically reviewed.

How the Project Changed the Users’ Experience

Dental clinic clients received higher quality consultations as the specialists’ performance is assessed and improved based on the AI’s recommendations.

The automation of this process has enabled the dental management team to gain up to 8 hours of free time each week while enhancing the quality of customer service. Quick feedback allows for immediate correction of errors as soon as they are identified.

Business Task and Its Solution

To fully automate the process of analyzing and evaluating calls, we needed to accomplish a series of tasks.

How did we structure the workflow?

  1. First, we achieved complete automation of the call analysis process.
  2. We implemented recommendation systems to enhance communication with patients.
  3. We optimized the sales department’s operations through regular reporting.

What actions were taken in line with these tasks?

  • We set up a call transcription and AI-based analysis system using GPT chat.
  • We automated the uploading of audio files to the cloud via Zapier for convenient storage.
  • We created a spreadsheet with ratings, recommendations, and notes on errors.

What results did we achieve?

  • We improved the sales department’s performance.
  • We developed a system for generating automated reports for each call and employee.
  • We reduced the time spent on call analysis.

As a result of freeing up resources, we now have the ability to test new ideas for changes in scripts and sales strategies, and management is actively using data from reports to enhance client interactions.

Craft, Execution, and Technical Details

The idea of automation stemmed from the need to relieve management and improve the quality of patient service. AI call evaluation was chosen as a solution that doesn’t require constant oversight.

How did we set up the AI sales manager?

Step 1: Preparation of tools and access.

We set up the necessary services: Zapier, CRM, Google Drive, and OpenAI. We created folders for storing calls and spreadsheets to record the analysis results.

Step 2: Adjusting prompts.

We prepared and adapted the conversation analysis prompts for the specific needs of the client’s business. The main focus was on aligning the sales scripts and identifying errors.

Step 3: Setting up the automation chain.

In this step, we created and configured an automated workflow in Zapier integrating multiple services.

How does it work?

  1. A trigger is set for the addition of an audio file to a folder in Google Drive, which initiates the automation process.
  2. The audio file is processed using OpenAI for transcription, and then the data is sent to a Google Sheet for further analysis and storage.
  3. Following that, the conversation assessment is initiated, errors are checked, and recommendations are added.
  4. The data is exported into the spreadsheet, where ChatGPT with prompts generates the feedback.

What data do we analyze?

  • Overall call rating
  • Mistakes during the conversation
  • Recommendations for improving scripts and processes (report)

Step 4: Testing the result.

Once the automation process was set up, we tested the entire workflow to ensure it successfully processed calls and correctly entered results into spreadsheets.

Results

The client received an automated and efficient sales department monitoring tool. As a result, there is no longer a need for additional manual review.