SUMMARY: Our client needed to automate, analyze and extract key information from patient calls, integrate it into the CRM and update profiles. Partial compliance with German data regulations also needed to be upgraded to full compliance.
CHALLENGES:
CRM operations were time consuming, prone to human error, not efficientNo automatic recognition & analysis of phone conversationsLack of automated extraction of the key information
No integration between CRM & clients’ profile updates
Partial compliance with German data protection regulations
SERVICES & EXPERTISE: CRM system development
TECHNOLOGIES Python; Pyannote/segmentation-3.0; Custom model based on Llama; Local servers with AES-256 encryption and strict authentication; Docker and Kubernetes.
PROJECT GOAL & OBJECTIVES:
Develop an automated call management system for pharmacies to recognize and analyze customer conversations in real time via extracting and recording key information directly into the CRM.
The project goal was to comply with the stringent security and German privacy standards and ensure full personal data protection as well as system autonomy without external network connections.
- Automatic recognition of phone conversations (voice-to-text).
- Extraction of key information (personal data and medication requests).
- Integration with CRM for automatic client profile updates.
- Full compliance with stringent security requirements and data protection at the local level.
RESULTS
A SYSTEM that transforms conversations into text in real time, analyzes data using AI (Llama), and automatically fills out the CRM.
Interaction scenarios were automatically selected based on client data analysis (medication suggestions and routing to doctors). The system operates entirely on the company’s local servers without external access. Data is encrypted and protected according to the latest standards, ensuring full autonomy and information security.
VALUE
Reduced response time. Handling process automation requested by the customer significantly reduced response time.
Enhanced accuracy. Integration with CRM streamlined customer data management and improved request processing accuracy.
Provided secure operation. The system complies with Germany's stringent security requirements, ensuring autonomous and reliable operation without external connections.