Real-time transcription and understanding
The system continuously processes the call audio and tracks not only spoken keywords but also the client's intent, needs, objections and open questions.
CASE STUDY · CUSTOM AI
The right upsell at the right moment
In sales, seconds decide. During a call the salesperson needs to listen closely to the client, respond well and still not forget important questions or a suitable opportunity to expand the solution.
The financial group operates in the financial and insurance sector, where a large part of sales happens during phone calls. The quality of those conversations directly affects the volume and consistency of sales.
- Industry
- Finance & insurance
- Solution
- AI assistant for live calls
- Models
- Gemini Flash (low latency)
- Cooperation
- 2026
Challenge
An upsell opportunity dies within a few sentences.
Sales calls are complex. The salesperson has to build trust, uncover needs, explain the product and at the same time detect whether additional coverage, a different financial product or a higher service package makes sense for the client. Without support, recommendations often came late or not at all. Managers also had only a limited picture of call quality: manually listening to recordings is time consuming and feedback arrives after the opportunity is already lost.
ProblemExpectations
Recommendations appeared late or not at all
A relevant suggestion at the right moment of the call
A limited picture of call quality
Structured material from every call
Manually listening to recordings is time consuming, feedback comes late
Automatic scores and points to improve
In a regulated segment, memory and generic scripts were not enough
Consistent information gathering following the rules
How we solved it
Determining the call phase
The assistant recognizes whether the salesperson is at the opening, uncovering needs, presenting the solution, handling objections or closing. The rep sees where they are in the conversation and what should come next.
Upsell opportunities and objections
On a relevant signal it offers a concrete opportunity to expand the offer and a question that can open it naturally. On hesitation or a price objection it suggests the next step; the decision and the communication stay with the salesperson.
Score and recommendations afterwards
After the call the system creates a summary of the course, evaluates the agreed quality criteria and shows what worked and what to improve. Manager and salesperson get one shared basis for coaching.
Gemini Flash, Real-time prepis hovoru
AI does not replace the salesperson. It gives them better context and a practical next step at the right moment.
Michal GregušINLOGIO
In finance and insurance it matters that the system respects product rules, approval processes and data processing requirements. The assistant is not meant to replace expert judgement or make decisions on its own: it helps the salesperson work with relevant context and verified recommendations.
Instead of randomly listening to selected recordings, the team gets structured material from every call. After adapting the products, scenarios and evaluation criteria, the same principle works in telecommunications, automotive, B2B services and retail.
real-time recognition of the conversation phase
%
with a score and coaching material instead of random listening
recommendations during the live call itself
What we delivered
Project outputs
- An AI assistant for live sales calls with rolling transcription and context recognition
- A salesperson panel: call phase, recognized needs, the current recommendation and a suggested next question
- Contextual upsell recommendations and support for handling objections, with the decision always with the salesperson
- A call score, summary and priority recommendations to improve after every conversation
- Coaching materials configurable to the sales methodology and compliance requirements
The solution turns call analytics into immediate decision support. It helps salespeople discover upsell opportunities more consistently and handle objections at the right moment. It can be connected to a CRM to measure which recommendations lead to a meeting or a closed deal.
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