Blog
Leksta blog on call speech analytics: how to score manager calls against a checklist, measure transcription quality, connect your PBX and CRM, and set up AI checks of sales scripts. Short practical guides for sales and service teams, with examples, numbers and ready-made templates you can use right away.
RSSCall transcription: how to work with call transcripts
Call transcription converts a recorded conversation into text, split by speaker. In Leksta the transcript looks like a chat, highlights your own terms and opens the exact second of the recording when you click a time. Managers use it for quality control, for coaching reps and for settling disputed situations with customers.
How to review sales reps' calls with AI
In Leksta a supervisor builds a review from one to ten calls, gets an AI draft with quotes, edits it and sends it to the rep. The rep acknowledges the review or asks a question in the discussion under it. The AI finds coaching moments on its own, so nobody has to listen to whole calls.
Problem calls: how to find them without listening to recordings
The list of calls that need attention in Leksta is a list of calls a manager should open first. Each call has a colored marker and the reasons it landed in the queue. You can save selections as ready-made filters and send an event about a problem call to your own system, so nobody has to scan hundreds of recordings.
How to hide personal data in call recordings
Leksta masks personal data in transcripts, summaries and AI analysis: phones, e-mails, card and document numbers are replaced with tags like [PHONE] or [CARD]. An administrator can reveal a value only with a stated reason, and every action goes to the audit log. Retention periods for text and recordings are set in a setting.
AI call analyst: ask one question across all your calls
The AI analyst in Leksta answers a plain-language question across all calls in the period you choose, up to 93 days. It counts the exact number of conversations on the topic and attaches links to the source calls, so every answer can be checked by listening to the recording. A manager gets an answer, not a stack of reports.
AI sales trainer: practice on your own calls
The AI sales trainer is a role-play with an AI customer built from your company's own calls. A rep practises the conversation in a chat, gets a score on the same criteria as real calls and sees quotes from their own answers. Assignments have a pass mark. It is part of Leksta speech analytics: request a demo to see it.
AI customer profile: what to remember about every caller
The AI customer profile is a short summary of each contact that AI writes from past calls: communication style, price sensitivity, objections and preferences, each trait with a quote from a call. Next to it are the next step and open promises. It is part of Leksta speech analytics: request a demo to see profiles built from your own calls.
OnlinePBX can now be connected to the Leksta (beta)
OnlinePBX connects to Leksta with an access key in a few minutes. Every finished call reaches us on its own: we save the recording, transcribe it, score it against your criteria and send the result to your CRM. A regular reconciliation finds any lost notification. The connection is checked on recorded data, with first companies on a pilot.
MANGO OFFICE: calls go to AI analysis on their own (beta)
MANGO OFFICE connects to Leksta with a key and a salt in a few minutes, and calls arrive without exporting recordings by hand. The provider's recording link works only once, so we save our own copy right away. Every call gets a transcript, a score and a verdict. The integration is in beta, with first companies on a pilot.
Calls from Bitrix24 telephony are now analysed by AI (beta)
Bitrix24 built-in telephony connects to Leksta through an incoming portal webhook with the "telephony" permission: create it in the portal and paste it into the console. We pick up the calls, transcribe and score them, and show the verdict next to the deal. The feature is in beta, and the first companies connect it as a pilot.
Quality control for 100% of calls: why to drop sampling
Quality control for 100% of calls means AI transcribes and checks every recorded conversation against a checklist, not just the few a manager had time to hear. It flags problem calls and shows the quote each score is based on. Managers then spend their time reviewing found problems instead of hunting for them.
One AI for calls and chats: why combine them
Calls and chats belong in one AI because each customer is one person with several channels. In Leksta the voice bot and the chatbot answer from one knowledge base in one console, so customers get the same answers everywhere and agents see the whole history. Speech analytics works today; AI chats and the voice bot are open for demo access.
How to connect your PBX to AI: A1 VATS and Asterisk for speech analytics
A PBX connects to speech analytics in two ways. For A1 VATS, an administrator connects the account in the console, after which calls and recordings appear in the call log and are analyzed. For Asterisk, FreeSWITCH and other PBXs, a SIP connection with ready-made settings is used. Results of analyzed calls go to your CRM.
AI voice bot for hotels: what it does for your hotel
A hotel voice bot calls the guest after a booking, confirms details with a key press, answers routine questions from the hotel's knowledge base and hands complex conversations to the front desk. The bot is coming to Leksta soon, with demo access by request. Meanwhile speech analytics already transcribes and scores every front-desk call.
What is an AI call center and how does it work
An AI call center is speech analytics, AI chats and a voice bot working from one knowledge base. Software takes over routine calls and chats and scores every conversation, while complex ones go to a person. Leksta speech analytics works today; get demo access to the chats and the voice bot.
Call quality scorecard: how to build and roll it out
A good call scorecard is made of specific, observable actions: greeting, discovering the need, accuracy of information, handling objections and agreeing on a next step. Criteria are worded so that managers and the AI understand them the same way, and the AI's scores are regularly checked against manual scoring by your supervisors.
