Voice analysis & quality
100% of calls transcribed with Turkish STT, scored and coached; models run on-prem.
Voice analysis & quality is an Aginies solution package for the Telecom sector in the “customer interaction & experience” area. What the agents do: Voice Aginies models transcribe 100% of calls in Turkish on-prem; personal data is masked; sentiment, intent and topic extracted from every call; customer vulnerability and churn signals flagged. Expected outcomes: measurement across all calls instead of sampling; compliance breaches and customer risk visible the same day; voice data never leaves the organisation. The package uses the Speech-to-text (Turkish), On-prem models, Sentiment & intent, Compliance phrase checks capabilities of the Aginies platform and can be watched live through the Call centre quality monitoring, Subscriber care assistant: bill, plan, fault and contract, Dialogue banking: voice and text transaction assistant, Voice claims intake (FNOL) scenarios in the agent library.
Millions of call minutes go to the archive unheard; customer sentiment, intent and compliance breaches stay invisible. Cloud STT services fall short in Turkish and move voice data outside the organisation.
- 01Voice Aginies models transcribe 100% of calls in Turkish on-prem; personal data is masked.
- 02Sentiment, intent and topic extracted from every call; customer vulnerability and churn signals flagged.
- 03Quality forms and mandatory compliance phrases (disclosure, recording notice) scored automatically, with rationale.
- 04Coaching suggestions produced per agent; training and disciplinary decisions stay with the team leader.
- Call transcript, sentiment and topic analysis; history per subscriber
- Compliance checks in campaign and contract communication
- Early detection of complaint and churn signals, retention action
- Representative coaching and quality dashboard
- Access to the switch and recording system; SIP or recording API
- Campaign, contract and cancellation policies
- Subscriber mapping with CRM and billing
Derived from the linked scenarios: the supervisors, specialist agents, models and systems that run this package.
Summed from the simulation definitions of the linked scenarios; recalculated for your scale in the discovery session.
- Measurement across all calls instead of sampling
- Compliance breaches and customer risk visible the same day
- Voice data never leaves the organisation
| Calls analysed | 100% |
| Time to detect a churn signal | Same day |
| Quality evaluation effort | 75% lower |
Target ranges from comparable deployments; baseline and target are fixed together in the first week of the pilot.
Scenario-level approval rules plus the package’s general controls.
- Call centre quality monitoringScore < 60 or compliance breach → team leader review
- Subscriber care assistant: bill, plan, fault and contractContract cancellation, bill correction above 500 or technician priority → representative approval
- Dialogue banking: voice and text transaction assistantLimit increase > 60%, dispute amount > 5,000 or transfer to a new payee → operations approval
- Voice claims intake (FNOL)Injury or reserve > 250,000 → warm transfer to a claims specialist
- packageSubscriber-level actions (offer, call) with the retention team’s approval
- packageRecordings and transcripts retained under personal-data rules
- 1 · Discovery and design · 2–3 weeksThe 20 most frequent intents and transactions are chosen, identity and approval thresholds written with information security, channel and system integrations listed.
- 2 · Pilot · 4–6 weeksOne channel, a limited customer group; the test corpus runs, a human representative shadows, thresholds tuned on real traffic.
- 3 · Scale-outRemaining channels and transactions added; dashboards, SIEM forwarding and kill-switch handed over; monthly model and rule review begins.
This package’s scenarios in the agent library
Call centre quality monitoring
Every call scored against the rubric, not a sample; compliance breaches and coaching flags ready by morning.
Subscriber care assistant: bill, plan, fault and contract
The subscriber calls or writes; bill dispute, plan change and line fault are resolved in BSS and network systems in one session.
Dialogue banking: voice and text transaction assistant
The customer talks or types; bill, limit, dispute and transfer are completed in core banking in one session.
Voice claims intake (FNOL)
The customer calls and describes it; policy found by plate, cover checked, claim opened and adjuster assigned.
Time to move from experimenting with AI to transforming with it.
In a 30-minute discovery session we take your 2–3 priority business problems, show a live demo of a similar scenario, and draft a roadmap that starts with the Value layer.
- Your 2–3 priority problems
- Live demo of a similar scenario
- Roadmap starting with value analysis