By analyzing sales and service calls, artificial intelligence is helping Russian companies train employees more effectively—from within their teams rather than through top-down lectures.
Credit to Ivan Nevzorov's web-archive
AI is increasingly used in Russian
businesses to monitor the quality of customer calls. Based on automated
assessments, employees adjust their own performance. Ivan Nevzorov, head of IT
firm One Click, explained to IT RUSSIA how the technology is changing workplace
training.
“In sales and service departments,
employees follow specific call scripts—intonation, sequence of information, how
to handle requests. Training must be ongoing. Previously, human supervisors
listened to calls, rated them, and filled in spreadsheets to identify top
performers and laggards. But listening to even a handful of five-minute calls
is exhausting, and objectivity is nearly impossible,” Nevzorov said.
AI, he noted, has transformed the process.
“It evaluates 100% of calls against the expected script, calculates adherence
as a percentage, and delivers an objective score. It doesn’t matter how many
calls were made—it reviews all of them and never gets tired. Those with low
scores receive personalized coaching, while others see their machine-assigned
grades and push to improve. This is one of the best applications of AI we’ve
seen.”
Nevzorov added that the biggest
breakthrough is cultural: training is now happening laterally, within teams
themselves. “Employees want to boost their metrics, so they learn from each
other, not from a lecturer dictating phrases that half the staff forgets.
AI-driven call evaluation is a real revolution already helping companies grow,”
he said.
