The introduction of artificial intelligence (AI) technologies is changing the way businesses do business in many industries. AI tools such as speech analytics help companies optimize business processes, increase employee productivity, and improve customer service. In the face of increasing competition, this allows not only to reduce costs, but also to increase revenue. The Kazakh market is also becoming increasingly interested in using AI to improve the efficiency of both large and small companies.

Speech analytics collects, analyzes and interprets conversations between employees and customers, providing insights necessary to optimize business processes. Eg:

• Staff performance assessment: Conversation analysis allows you to objectively assess the quality of service, the effectiveness of consultations and the implementation of service standards.
• Identification of problem areas: companies can quickly identify conflict situations or missed opportunities for additional sales and take corrective measures.
• Automatic data collection: Speech analytics helps structure conversations by highlighting key topics, customer interests, and popular queries.

This data helps businesses not only better understand customer needs, but also develop personalized offers that increase customer satisfaction and loyalty.

In Kazakhstan, many companies have connected telephony, and all conversations are already stored in archives, recorded, but they do not undergo any processing.  However, without a high-quality tool to analyze them, companies miss out on valuable data. AICA Platform (aica.kz ) offers automatic transcription and analysis of incoming calls, which opens up new opportunities for business:

• Employee Performance Assessment: AICA analyzes conversations between managers, administrators, and salespeople, providing objective reports on how effectively they communicate with customers.
• Analysis of customer requests: companies gain an understanding of what customers are most interested in, what goods and services are in demand and how best to meet their needs.
• Sales control: The system monitors whether the sale has been completed, whether an additional service has been offered or the customer has made an appointment.

This solution is suitable not only for call centers, but also for small companies that have hot and cold incoming calls. AICA allows you to analyze both new calls and those that have already been saved, providing businesses with valuable data to improve service quality and sales management.

The introduction of speech analytics and AI tools significantly increases the competitiveness of companies:

1. Cost reduction: Automation of data analysis and employee quality control reduces management and control costs.
2. Revenue boost: Personalized offers and effective additional sales lead to revenue growth.
3. Control and objective assessment: AI allows you to objectively evaluate the work of staff, identify problems and respond quickly to them.
4. Improving the customer experience: analyzing customer requests helps to better understand the needs of the audience and build effective interaction strategies.

AI services improve and complement the work of:

Administrators - analyze the work and help manage the company's employees, which allows you to improve the quality of customer service without constant monitoring by the manager or administrator. The service helps to correctly and objectively evaluate the work of employees, understand their weaknesses and strengths, work on their improvement and training.

Marketers - automatically collect information about demand, customer requests, the level of consulting and service, emerging disputes and conflict situations, customer dissatisfaction and much more, providing recommendations for adjusting customer service and increasing customer loyalty.

Security services - identify cases of fraud, theft and payments past the cash register, helping to protect businesses from financial losses by automating security control at the pharmacy.

Secret Shopper service - with the help of speech analytics, you can analyze all interactions with customers, replacing the traditional secret shopper. The system records every conversation and automatically detects service deviations, providing reports on the quality of pharmacists' work and customer satisfaction without having to send someone to pharmacies for checks.

Directors / Managers - help in management and provides a detailed analysis of the business with the client, issues recommendations on the work of employees and their indicators, compares sales trends, identifies deviations in revenue, and also makes recommendations for improving business processes, increasing management efficiency and profitability.

Integrating AI into business processes is not just a trend, but already a necessity for companies that strive to remain competitive. AICA provides user-friendly solutions for analyzing and optimizing customer interactions, helping businesses reduce costs and increase profitability. Speech analytics is becoming an important tool for managing the quality of service and increasing revenue in both large companies and small and medium-sized businesses.