Protollcall AI Services Solution Turn every conversation into strategic information.
Enhance your contact center experience with AI that assists with answering calls and responding to customer inquiries, supports agents, transcribes and summarizes conversations , checks quality, analyzes customer emotions, and transforms the voice of the customer into actionable insights for informed organizational decision-making.
6 main services of Protollcall AI Solution
Designed for AI to work with contact center systems to assist with everything from answering calls and supporting agents during service, to managing post-contact information and providing in-depth data analysis for supervisors and management.
01 Voice Agent AI answers calls and responds to customer inquiries automatically, available 24/7.
Let the AI Voice Agent help answer calls, engage in conversation, and automatically answer basic customer questions. It can provide information based on a knowledge base or pre-defined criteria, help filter customer needs, and forward conversations to an agent when further human support is required.
Features of Voice Agent
The AI Voice Bot automatically answers calls and answers questions,
supporting natural language conversation
and connecting to the organization's data or knowledge base.
Screen the request before forwarding to an agent. The agent
will then forward the call with the context of the conversation.
24-hour service is available.
Which type of organization is this suitable for? It’s
ideal for contact centers with a high volume of incoming calls, repetitive questions, or those providing customer service outside of business hours. The AI helps manage initial questions before forwarding them to an agent when necessary.
02 Voice Transcript The conversation is automatically transcribed into text, allowing all dialogues to be searchable and further analyzed.
Automatically converts audio conversations between customers and agents into text, allowing conversation data to be searched, reviewed, and further processed by AI such as AI Summary, AI Wrap-up, Sentiment Analysis, and Business Insights in a systematic manner.
Features Voice Transcript
Speech-to-text transcribes speech into text,
separates conversations between customers and agents
searching of past conversations,
supports Thai language transcription,
uses transcripts as data for AI analysis,
and connects data to AI summary/AI wrap-up.
Which organization is this suitable for? It’s
ideal for Contact Centers that need to transform large volumes of voice data into searchable, analyzed, and usable information, reducing the time spent replaying recorded calls one by one.
03 AI Assistant: An AI assistant for agents to summarize information, draft responses, and close tasks faster.
AI can act as an assistant agent to manage information from conversations, help summarize key points, draft relevant responses or messages, and prepare necessary information for further action. This reduces repetitive tasks and enables agents to provide faster customer service.
Features of AI Assistant
Summarize key points from conversations
; draft responses or statements for agents
; prepare information for follow-up;
help agents review information before closing;
integrate data with voice transcripts and AI summaries;
reduce manual tasks for agents.
Which type of organization is this suitable for? It’s
ideal for Customer Service and Contact Center teams where agents handle large amounts of information during and after conversations and need to reduce the time spent typing, summarizing, or preparing information manually.
04 AI Wrap-up / AI Summary: Automatically summarizes and manages information after a conversation ends, reducing after-call work time.
After the conversation ends, the AI will automatically summarize and manage necessary information, such as customer problems, solutions, follow-up actions, results, and label the problem (wrap-up code or disposition code), saving it directly to the CRM/Ticketing system immediately after the call ends, eliminating the need for human operators to manually type it in.
Features of the AI Wrap-Up/AI Summary:
AI Call Summary summarizes key points of a call
, automatically generates an auto-wrap-up note,
identifies the call reason and the next action to be taken, and
automatically sends the information to CRM/Ticketing.
This product is suitable for which type of organization?
Call centers with a high average call time (AHT), where agents need to type many notes and supervisors require data standards after the call ends. It’s ideal for large contact centers with a high volume of calls or chats per day, including
- telecommunications,
- banking & finance (BFSI),
- insurance, and
- e-commerce.
05 AI Sentiment & QA reduces random call monitoring and provides visibility into service quality from all calls via the dashboard.
AI analyzes data from voice transcripts and conversations to detect tone, vocabulary, and context. This allows for real-time emotional assessment of customers—positive, negative, neutral, satisfied, dissatisfied, or angry—based on speech patterns, sentence structure, and tone. If the system detects customer anger or dissatisfaction, it immediately alerts (escalates) the supervisor.
Sample report AI Sentiment & QA
Analyze customer sentiment
, review scripted dialogue
, detect prohibited/risk keywords, and
perform QA scoring to assess the quality of every line.
Flag line that requires further investigation.
Coaching Insight
This product is
suitable for organizations with Customer Service, Complaint Management, or Retention teams that prioritize Customer Satisfaction, Customer Experience, and Brand Image. It’s especially beneficial for businesses with high customer contact volumes that need to maintain consistent service standards, including:
- Banking & Insurance,
- Retail,
- Healthcare
- , Automotive, and
- Hospitality.
06 AI Business Insights เปลี่ยน Contact Center เป็นแหล่งข้อมูลเชิงกลยุทธ์
รวบรวมข้อมูลจากทุกบทสนทนาและผลการวิเคราะห์ของ AI เช่น Call Reason, Pain Point, Sentiment, Issue Trend, Agent Performance และ Voice of Customer มาประมวลผล เพื่อค้นหา Pattern และสร้าง Business Insights ที่ช่วยให้ผู้บริหารมองเห็นปัญหา หรือแนวโน้มได้ชัดเจนยิ่งขึ้น รวมถึงสามารถสอบถาม พูดคุยข้อมูลธุรกิจกับ AI ด้วยภาษาธรรมชาติ สรุปข้อมูลเป็นรายงานเพื่อนำไปประมวลผลต่อได้ (Chat BI)
Example of an AI Business Insights Report
This report includes information on the most common reasons for customer contact (Top call reasons),
customer complaint trends,
negative sentiment trends,
product/service issues,
agent performance overview
in-depth SLA/AHT/FCR data, and
executive dashboards (daily/weekly/monthly).
Who is this suitable for? It’s
ideal for executives and teams in Customer Service, CX, Operations, QA, Marketing Insight, and Product Development who want to upgrade their service center from a “Cost Center” to a “Revenue & Insight Center” using data from customer feedback. Suitable for:
- C-Level Executives
- , CX Director,
- Operations Manager
- , QA Manager,
- Product Owner,
- Marketing & CX Insight Team.
Why choose Protollcall AI Service?
Over 20 years of expertise.
In the telecommunications industry, understanding the specific needs of each business and delivering practical solutions is crucial.
Committed to quality service.
Continuously improving to ensure your business communication is always the best it can be.
The support team is ready to help.
Answer questions and resolve problems quickly.
Enhance your team's performance with Protollcall AI Solution.
From answering calls and supporting agents to transcribing and summarizing conversations, handling post-call tasks, monitoring service quality, and analyzing data insights to support business decision-making.
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