{"id":988503,"date":"2025-11-26T13:36:41","date_gmt":"2025-11-26T10:36:41","guid":{"rendered":"https:\/\/fgs.com.tr\/?page_id=988503"},"modified":"2026-03-05T14:42:35","modified_gmt":"2026-03-05T11:42:35","slug":"ai-powered-call-analysis","status":"publish","type":"page","link":"https:\/\/www.fgs.com.tr\/en\/yapay-zeka-destekli-cagri-analizi\/","title":{"rendered":"AI-Powered Call Analysis"},"content":{"rendered":"
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An intelligent system that understands, measures, and improves customer feedback.<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Millions of customer interviews are conducted every day.
However, most of these conversations are only recorded, not analyzed.
In fact, every call is a benefit for businesses. gold mine<\/span>It contains customer needs, problems, and even future behavior.<\/p>

This is exactly where AI-Powered Speech Analytics<\/span> it takes effect.
Developed by FGS AI Speech Analytics<\/span> The platform listens to and resolves all calls, senses sentiment, identifies trends, and provides strategic insights to managers.<\/p>

What is AI-Powered Call Analysis?<\/span><\/h2>

Speech-to-text (STT) analysis is the process of automatically transcribing audio conversations, and then analyzing these transcripts using natural language processing (NLP) and sentiment analysis techniques.<\/p>

FGS's AI infrastructure extracts meaningful data from every interview:<\/p>

  • Customer satisfaction score<\/p><\/li>

  • Emotion (positive \/ neutral \/ negative) detection<\/p><\/li>

  • Agent performance indicators<\/p><\/li>

  • Frequently used word and topic analysis<\/p><\/li>

  • Automated quality assessment (AI QA)<\/p><\/li><\/ul>

    Thanks to this system, thousands of hours of audio recordings can be analyzed in a matter of minutes. measurable and actionable<\/span> It is transformed into information.<\/p>

    How does it work?<\/span><\/h2>

    1\ufe0f\u20e3 STT (Speech-to-Text)<\/span>
    AI-powered speech recognition engines (OpenAI Whisper, Google Speech, FGS Speech AI) transcribe spoken words into text with high accuracy.<\/p>

    2\ufe0f\u20e3 NLP (Natural Language Processing)<\/span>
    The transcribed conversations are analyzed by artificial intelligence models. Emotions, intentions, and key themes are identified.<\/p>

    3\ufe0f\u20e3 Sentiment & Intent Analysis<\/span>
    The system labels the customer as angry, satisfied, or undecided. The interaction is categorized as "risky," "positive," or "requires follow-up.".<\/p>

    4\ufe0f\u20e3 AI QA Integration<\/span>
    The meetings are graded, and the representatives' performance is evaluated objectively.<\/p>

    5\ufe0f\u20e3 Reporting and Dashboard<\/span>
    All data is monitored live on FGS's web-based control panel and can be exported in Excel or API format.<\/p>

    Values Obtained from Call Analysis<\/span><\/h2>

    • Real-time insight:<\/span> The meaning, tone, and outcome of the conversations are measured immediately.<\/p><\/li>

    • Objective quality measurement:<\/span> Evaluation independent of human error.<\/p><\/li>

    • Operational efficiency:<\/span> QA teams will experience less time loss.<\/p><\/li>

    • Enhancing customer experience:<\/span> The causes of complaints are identified early.<\/p><\/li>

    • Strategic decision support:<\/span> A data-driven management culture is formed.<\/p><\/li><\/ul>

      Key Features of FGS AI Speech Analytics<\/span><\/h2>

      1. Multilingual Support<\/span><\/h3>

      The multilingual infrastructure, including Turkish, English, and Arabic, is compatible with call centers in different geographical locations.<\/p>

      2. Real-time monitoring<\/span><\/h3>

      Managers can listen to ongoing discussions live and see analysis results instantly on the dashboard.<\/p>

      3. AI QA Integration<\/span><\/h3>

      Specifically developed for quality teams, the AI QA module automatically updates quality scores by scoring each interview.<\/p>

      4. Emotion and Intention Analysis<\/span><\/h3>

      The system analyzes not only the words themselves, but also the tone and rhythm of speech. This allows it to detect emotions such as "anger," "impatience," or "satisfaction.".<\/p>

      5. Advanced Reporting and KPI Tracking<\/span><\/h3>

      The real-time dashboard provides the following indicators:<\/p>

      • Average conversation time<\/p><\/li>

      • Customer sentiment distribution<\/p><\/li>

      • Agent performance scores<\/p><\/li>

      • Topic-based call trends<\/p><\/li>

      • Daily\/weekly analysis charts<\/p><\/li><\/ul>

        How to use AI Speech Analytics?<\/span><\/h2>

        FGS's solution offers easy integration thanks to its cloud-based structure.
        By integrating it into the call recording system or switchboard infrastructure, automated analysis is initiated.<\/p>

        Usage Steps:<\/span><\/h3>

        1. Calls are recorded in the system.<\/p><\/li>

        2. The AI engine converts speech to text.<\/p><\/li>

        3. The NLP engine interprets text.<\/p><\/li>

        4. Sentiment analysis results are generated.<\/p><\/li>

        5. The results are visualized on the dashboard.<\/p><\/li><\/ol>

          Technical Infrastructure<\/span><\/h2>
          Component<\/th>Explanation<\/th><\/tr><\/thead>
          STT Engine<\/span><\/td>OpenAI Whisper \/ FGS Speech \/ Google Speech<\/td><\/tr>
          NLP Engine<\/span><\/td>GPT-4 + Turkish Language Model<\/td><\/tr>
          Storage<\/span><\/td>AES-256 encryption, GDPR compliant cloud infrastructure.<\/td><\/tr>
          API Integrations<\/span><\/td>Connectivity with CRM, ERP, IVR, and QA systems.<\/td><\/tr>
          Dashboard Technology<\/span><\/td>React + Plotly + WebSocket live data transfer<\/td><\/tr><\/tbody><\/table><\/div><\/div>

          Artificial Intelligence-based Automated Quality Assessment (AI QA)<\/span><\/h2>

          Call analysis doesn't just generate data, it measures quality.
          FGS's AI QA module<\/span>, It scores each interview out of 100 and automatically assesses quality standards.<\/p>

          The criteria evaluated were:<\/p>

          • Greeting standard<\/p><\/li>

          • Tone of communication and empathy<\/p><\/li>

          • Script compatibility<\/p><\/li>

          • Resolution time<\/p><\/li>

          • Customer satisfaction rate<\/p><\/li><\/ul>

            This allows quality teams to analyze hundreds of interviews in seconds.<\/p>

            Use Cases<\/span><\/h2>

            1. Call Center Operations<\/span><\/h3>

            Every call is automatically analyzed, risky conversations are identified, and notifications are sent to managers.<\/p>

            2. Customer Satisfaction Tracking<\/span><\/h3>

            If the tone of the conversation is negative, the system generates a "risk of low satisfaction" warning.<\/p>

            3. Sales and Marketing Analysis<\/span><\/h3>

            Sales representatives' communication style, customer response rate, and closing success are analyzed.<\/p>

            4. Training and Performance Management<\/span><\/h3>

            Agent errors, lack of empathy, or communication weaknesses are reported. Training plans are prepared based on this data.<\/p>

            Sectoral Application Areas<\/span><\/h2>

            • Finance and Banking:<\/span> Customer complaint analysis and regulatory compliance.<\/p><\/li>

            • Telecommunication:<\/span> Quality and sentiment analysis in operator calls.<\/p><\/li>

            • Health:<\/span> Measuring patient satisfaction in communication processes.<\/p><\/li>

            • E-commerce:<\/span> Tracking after-sales support calls<\/p><\/li>

            • Public Institutions:<\/span> Quality control for citizen calls.<\/p><\/li><\/ul>

              Data Security and GDPR Compliance<\/span><\/h2>

              All of FGS's AI systems, KVKK and GDPR<\/span> It fully complies with the standards.<\/p>

              • AES-256 bit data encryption<\/p><\/li>

              • Role-based access control<\/p><\/li>

              • Audit log system<\/p><\/li>

              • Databases hosted within T\u00fcrkiye<\/p><\/li><\/ul>

                Data can only be viewed by authorized personnel, ensuring both security and legal compliance.<\/p>

                Reporting and Visualization<\/span><\/h2>

                FGS AI Dashboard simplifies complex data with its user-friendly interface.
                Reports are updated in real time and can be exported in PDF or Excel format.<\/p>

                Indicator Examples:<\/span><\/p>

                • Positive\/Negative call ratio<\/p><\/li>

                • Average resolution time<\/p><\/li>

                • Agent success ranking<\/p><\/li>

                • Total number of calls per day<\/p><\/li>

                • Emotional intensity heat map<\/p><\/li><\/ul>

                  Increase Business Value with AI Call Analytics<\/span><\/h2>

                  1. Shorter Resolution Times<\/span><\/h3>

                  Problems are identified quickly, reducing customer waiting times.<\/p>

                  2. Objective Performance Evaluation<\/span><\/h3>

                  Human bias is eliminated, and evaluations are entirely data-driven.<\/p>

                  3. Customer Loyalty<\/span><\/h3>

                  Problems are identified and resolved early; brand trust is strengthened.<\/p>

                  4. Increased Productivity<\/span><\/h3>

                  Quality teams perform more analysis while listening to fewer calls.<\/p>

                  5. Strategic Decision Support<\/span><\/h3>

                  Data-driven analytics guide product development and process improvement.<\/p>\t\t\t\t\t\t\t\t<\/strong><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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                  \n\t\t\t\t\t\tPeople are at the heart of success. At FGS, we work with a team of expert, innovative, and solution-oriented professionals to provide our clients with the best possible experience. Each of our employees is passionate about making organizations' communication processes more efficient and stronger.\t\t\t\t\t<\/p>\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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                  \n\t\t\t\t\t\tOur goal is to bring organizations' communication infrastructures into the future through digital transformation. We simplify voice and communication technologies, making them accessible and reliable. Making our customers' work easier, increasing their efficiency, and making every interaction smarter is not just a goal for us, it's a mission.\t\t\t\t\t<\/p>\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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                  \n\t\t\t\t\t\tFor us, it's not just what we do, but how we do it. In every project, we meticulously carry out the analysis, planning, and implementation phases; producing sustainable and measurable results. With our approach of trust, transparency, and continuous support, we build long-term business partnerships with our clients.\t\t\t\t\t<\/p>\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

                  We're the most trusted IT folks in NY<\/p>","protected":false},"author":1,"featured_media":3739,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-988503","page","type-page","status-publish","has-post-thumbnail","hentry"],"yoast_head":"\nYapay Zeka Destekli \u00c7a\u011fr\u0131 Analizi | FGS<\/title>\n<meta name=\"description\" content=\"FGS yapay zeka destekli \u00e7a\u011fr\u0131 analizi ile m\u00fc\u015fteri g\u00f6r\u00fc\u015fmelerini analiz edin ve \u00e7a\u011fr\u0131 merkezi performans\u0131n\u0131 art\u0131r\u0131n.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.fgs.com.tr\/en\/ai-powered-call-analysis\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Yapay Zeka Destekli \u00c7a\u011fr\u0131 Analizi | FGS\" \/>\n<meta property=\"og:description\" content=\"FGS yapay zeka destekli \u00e7a\u011fr\u0131 analizi ile m\u00fc\u015fteri g\u00f6r\u00fc\u015fmelerini analiz edin ve \u00e7a\u011fr\u0131 merkezi performans\u0131n\u0131 art\u0131r\u0131n.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.fgs.com.tr\/en\/ai-powered-call-analysis\/\" \/>\n<meta property=\"og:site_name\" content=\"FGS Bilgi \u0130\u015flem \u00dcr\u00fcnleri San. 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