The pre-project survey is a mandatory stage before the industrial implementation of the "AI-ROP" system. Based on the results of the survey, a technical specification, target architecture of the solution, and an accurate cost estimate for implementation are formed.

The survey is conducted by a team of analysts and engineers in collaboration with key specialists from the client: sales department heads (ROP), supervisors, quality managers, IT service, and contact center managers.

Duration: 2 to 4 weeks (depends on the scale of the enterprise and the number of communication channels / sales departments)

What is included

1. Audit of current business processes

• Study of the existing call handling and quality control process
• Identification of decision-making points and areas of responsibility (managers, supervisors, ROP)
• Analysis of the current workload on managers and leaders for listening to recordings
• Assessment of the volume and structure of incoming/outgoing calls, distribution by scenarios
• Identification of bottlenecks and time losses (long calls, low conversion, drop in customer warmth)

2. Working with key specialists

• Interviews with the sales department head (ROP) and supervisors
• Interviews with IT specialists and telephony / CRM administrators
• Interviews with quality managers and methodologists
• Gathering requirements and expectations from the system (evaluation criteria, scripts, key metrics)

3. Data and systems analysis

• Identification of call recording formats and communication channels (telephony, messengers, social networks)
• Inventory of used systems (CRM: Bitrix24, AMO CRM, telephony: Sipuni, Mango, UIS, Zadarma, etc.)
• Preliminary analysis of accounting and related systems (cross-analytics, funnel)
• Assessment of the quality and completeness of existing scripts, checklists, stop-phrase dictionaries
• Analysis of historical data on calls, conversion, reasons for refusals, objections

4. IT infrastructure analysis

• Assessment of server capacities for local system deployment
• Analysis of network infrastructure (bandwidth for audio/video)
• Assessment of readiness for integration with CRM and telephony (availability of API, access)
• Definition of hardware and data storage requirements

5. Formation of target architecture

• Designing the target interaction scheme of AI-ROP with existing systems (telephony, CRM, messengers)
• Determining the composition of modules and system configuration
• Recommendations for selecting the product version (Basic, Standard, Professional, Enterprise)
• Defining the stages of implementation (pilot department, scaling)

6. Preparation and approval of technical specifications

• Formation of functional requirements (scripts, trigger rules, dashboards)
• Description of system usage scenarios (call evaluation, notifications, task assignment)
• Defining acceptance criteria (recognition accuracy, analysis speed, completeness of analytics)
• Approval of technical specifications with the client

7. Cost assessment for implementation

• Formation of a detailed work plan for implementation
• Assessment of labor intensity and timelines for each stage (agent setup, integration, training)
• Calculation of the final cost of industrial implementation
• Formation of a commercial proposal

Survey Results

Upon completion of the pre-project survey, the client receives:

• Survey Results Report — description of the current state of processes, identified problems, and recommendations
• Target Architecture of the Solution — interaction scheme of AI-ROP with telephony, CRM, and other systems
• Technical Specification for Implementation — approved document with functional requirements and acceptance criteria
• Recommendation for Product Version — justification for choosing the optimal version (Basic, Standard, Professional, Enterprise)
• Implementation Schedule — stages, timelines, responsible parties
• Commercial Proposal for Implementation — detailed cost assessment for industrial implementation

Procedure