How speech recognition and AI review sales calls: transcripts, CRM summaries, script checks, objections and follow-up tasks. What works in Uzbek and Russian, and what Uzbekistan's personal data law means for call recordings.
A sales team handles dozens of client calls every day, but the head of sales usually has time to listen to only a few recordings a week. Nobody reviews the rest, so you never find out where a manager lost a client, which objections come up most often or whether the script is being followed. Speech recognition services and language models make it possible to review every call instead of a sample. Here is what already works today and where to start.
How it works
The setup has four steps:
- IP telephony records the call and saves the file.
- A speech recognition service turns the recording into text and marks which parts the manager said and which the client said.
- A language model analyses the text using rules you set: it writes a summary, checks a checklist and picks out objections.
- The result goes into the deal card in your CRM or into a report for the head of sales.
All of this runs automatically after every call. Managers do not have to start anything by hand.
What you can automate today
Transcription and search
Every call becomes searchable text. The head of sales can find every conversation where a client mentioned a competitor or asked about paying in instalments without spending hours listening.
Call summaries in the CRM
After a call, a few lines appear in the deal card: what the client needs, what budget they mentioned and what was agreed. Managers no longer have to type this up, and a colleague who takes over the deal understands the context straight away.
Script compliance checks
You set a checklist: greeted the client and introduced themselves, found out what the client needs, presented the product, gave a price, agreed on the next step. The system marks which items were covered in each call and tracks how often each manager covers them.
Objections and common questions
The model collects the objections that come up most often, such as "too expensive", "I'll think about it" or "it's cheaper elsewhere". You can use this to update the script, prepare answers and expand the FAQ section on your website.
Next steps and tasks
If the call ends with an agreement to call back on Thursday or send a proposal, the system creates a task in the CRM with the right date. Promises made to clients stop slipping through the cracks.
Calls worth reviewing
Instead of a random sample, the head of sales gets a list of calls to listen to: tense conversations, long calls with no outcome, and calls where the client was ready to buy but the deal did not move.
Simple metrics
Call length, the share of time the manager spends talking and the number of questions asked. If a manager talks for almost the entire call and asks nothing, that call is worth reviewing together.
What is still better left to people
- Judging complex negotiations. The model is good at checking whether a script item was covered, but less good at telling whether the manager handled an unusual situation well.
- Decisions about bonuses and penalties. Automatic scoring helps pick calls for review, but the final decision should be made by a manager who has listened to the recording.
- Tone and sarcasm. They get lost in a text transcript, and the model may read a polite refusal as interest.
- Unclear parts of the transcript. Recognition errors happen, especially with product names and numbers, so important details should be checked against the recording.
Calls in Uzbek and Russian
Uzbek speech recognition is offered both by large international services, such as Google Cloud Speech-to-Text, ElevenLabs and AssemblyAI, and by local developers. The main difficulty in Uzbekistan is that Uzbek and Russian are often mixed in a single conversation: a client starts in one language and says product names and numbers in the other. Transcript quality depends on how clean the recording is, industry terminology, and how often the speakers switch languages.
That is why you should choose a service by testing it on your own calls rather than by its description. Take 20 to 50 real recordings in both languages, run them through two or three services and compare which one makes fewer mistakes in the places that matter to you: prices, names and agreements.
Where to start
- Make sure calls are recorded and stored. If managers call from personal phones, you first need IP telephony with call recording.
- Test speech recognition on your own calls as described above.
- Draw up a checklist for a good call together with the head of sales. Keep it short, and make sure each item can be checked from the call transcript.
- Connect the results to your CRM so that summaries and tasks appear in the deal card rather than in a separate spreadsheet.
- For the first few weeks, compare the system's scores with the head of sales' own assessment and refine the rules until they match.
If your company does not have a CRM yet, start there. We covered when you need one and how to roll it out in "CRM for Small Business in Uzbekistan: When to Start".
Call recordings and personal data
A recorded conversation with a client contains their personal data: name, phone number, and sometimes address and order details. So:
- tell clients at the start of the call that it is being recorded;
- give access to recordings and transcripts only to people who need them for their work;
- set a retention period and delete old recordings.
In March 2026, amendments were made to Uzbekistan's Law on Personal Data (ZRU-1125). Data that must now be stored within Uzbekistan is limited to biometric and genetic data and data on users of telecom operators' services. Other data can be transferred abroad if the law's conditions are met, for example if the destination country is recognised as providing adequate protection or the operator uses approved contractual clauses. If your speech recognition service processes recordings outside the country, check that these conditions are met. Bear in mind that a voice counts as biometric data when it is used to identify a person. It is best to consult a lawyer before you launch.
Frequently asked questions
How much does it cost?
The cost is made up of fees for the speech recognition service (usually per minute of recording), requests to the language model, and setting up integration with your telephony and CRM. The total depends on how many calls you handle a month and whether a ready-made solution is enough or you need custom work.
Can this be connected to amoCRM or Bitrix24?
Yes. Popular CRMs have ready-made integrations with speech analytics services, and if those are not enough, the analysis can be connected through an API. In a custom CRM, everything can be set up around your processes.
Will this replace the head of sales?
No. The system takes over the routine work of listening, filling in the CRM and counting. The head of sales gets more time to review the calls that really matter and to train the team.
What if clients write instead of calling?
The same approach works for conversations in Telegram and in website chat. We wrote about AI in client communication in "AI Chatbot on Your Website".
Want to connect call transcription and analysis to your CRM? Get in touch: we will look at how your sales process works and suggest what to automate first.
