Understand what happens in each call
The situation
When a team handles hundreds of calls, reviewing them one by one takes a long time.
What changed
Conversations are turned into transcripts and summaries that can be searched and analysed.
How it helps the team
The team can find information and review service quality. One adaptation for RETAbet moved processing to local infrastructure.
A simplified view of the work
Technical detail and evaluation
Technical contribution
Konect turns contact centre conversations into information for service quality assessment, structured extraction and call metrics.
Transcription with speech engines such as Deepgram and Whisper, structured extraction and conversation analysis with language models. Search over calls and asynchronous processing, with model selection informed by privacy and performance requirements.
Local AI adaptation for RETA
The project was adapted for local AI on an NVIDIA DGX Spark, for a workload of 500 calls per day. This variant brings processing to the customer’s own infrastructure.
Aritz contributes to architecture, model selection and the integration of speech processing and LLM analysis. This AI project is part of a collaboration with Irontec since 2025 that also includes software development.
Konect · public product information