Core pillar · AI Insight

Every call analysed.
Every lead scored.
Every alert anticipated.

GLOBAL CS AI transcribes, analyses and drives your communications in real time — with no additional headcount. Lead scoring, sentiment detection, chatbot deflection and proactive alerts. In French, natively connected to the 4 other pillars.

View use cases → How it works
35–55%
Chatbot deflection
without a human agent
×2.8
Agent productivity
with AI assistance
100%
Calls transcribed
& analysed
< 5 s
Hot lead detection
in real time
AI INSIGHT · GLOBAL CS · LIVE
Live transcription · Sales call
Client · Amadou K.
Hot lead « Hello, I'm looking for a solution to unify our 3 warehouses and manage WhatsApp orders. We do 200 to 300 orders a week... »
Agent · Adjoua
Positive « Perfect, that's exactly our use case for distributors. Do you already have software in place? »
AI · Auto extraction
Action → CRM: record created · Score: 91 · Follow-up D+2 scheduled · Sector: Commerce/Distribution
Lead score
91/100
Sentiment
Positive
🔥
Hot lead detected — Transfer to Senior Sales Rep
Budget confirmed · Decision-maker on the line · Urgent need
Urgent
📋
Call summary generated — CRM record updated
3 actions extracted · Quote to send · Appointment D+3
Auto
⚠️
Unhappy customer detected — Escalation queue opened
Koné & Frères · 3rd complaint · Negative sentiment
Attention
🤖 AI active · 12 channels
Voice · WA · Teams · Email · SMS
✓ 47 calls analysed today
Accuracy rate: 94%
What the AI Insight pillar does

Six intelligent capabilities.
Connected to the entire platform.

GLOBAL CS AI analyses all communications in real time — voice, WhatsApp, Teams, email, SMS — and injects its results directly into the CRM, the contact center, EDM and executive dashboards.

01 · Transcription
📝
Call transcription & summary

Every call is automatically transcribed in French. A structured summary is generated: needs expressed, objections, commitments made, next actions. Injected into the CRM record with no manual re-entry.

French · Arabic · Local languages
02 · Sentiment
💡
Sentiment analysis

Every interaction (voice, WA, email) is analysed in real time: satisfied, neutral, unhappy, or angry customer. The agent receives a discreet indicator. The supervisor sees sentiment trends across the entire queue.

Real time · All channels
03 · Scoring
🎯
Hot lead scoring

AI detects purchase intent signals in conversations in real time: budget mentioned, urgency expressed, competitive comparison. Score 0–100, automatic alert when threshold is crossed.

Real-time detection
04 · Chatbot
🤖
WA & voice chatbot deflection

The AI chatbot autonomously handles 35 to 55% of inbound contacts: balance enquiries, order status, appointment confirmation, FAQ. Complex cases are transferred to an agent with full context — no re-entry needed.

35–55% without an agent
05 · Alerts
🔔
Proactive executive alerts

AI continuously monitors critical indicators: spike in unhandled calls, at-risk churn customer detected, field incident flagged by a mobile agent, SLA breached on a priority file.

Push mobile · SMS · Email
06 · Dashboard
📊
Executive dashboard in French

Consolidated communications dashboard: volume by channel, resolution rate, average sentiment, leads detected, open incidents. In local currency and in French, accessible on mobile, updated in real time.

Mobile · In French
Use cases by sector

AI configured
for your industry.

GLOBAL CS AI doesn't offer a generic solution. Its detection models, alert thresholds and chatbot scripts are configured sector by sector — for real commercial environments.

🛒 Commerce & Distribution

Hot lead scoring on every call, unhappy customer alerts and WA order chatbot.

Wholesalers, importers, FMCG distributors — your sales reps make dozens of calls a day. AI helps them focus on the leads ready to sign and never miss an at-risk customer.

Pain points without AI
Sales reps spending as much time on cold leads as on hot ones
Unhappy customers undetected before they switch to a competitor
WA orders processed manually — delays, errors, overloaded agent
No call summary — information lost when the sales rep is absent
AI configured for Commerce
🎯
Sales lead scoring — real-time purchase intent detection
AI detects intent keywords in real time: "budget available", "urgent need", "comparing with", "ready to sign". Score calculated live — the supervisor sees hot leads and can direct the right sales rep immediately.
💡
Unhappy customer alert — escalation before churn
If a customer expresses frustration (late delivery, billing error, product quality), the alert is sent to the sales manager in real time. Proactive intervention before the customer switches to a competitor.
🤖
WA chatbot — automated order-taking 24/7
The chatbot handles WhatsApp orders: product, quantity, delivery address, payment method. The order is created in the ERP automatically. Human agents handle complex cases only.
📝
Post-call summary — CRM actions in 3 seconds
At the end of every call, AI generates a summary: need identified, objections, commitments, next actions. Injected into the CRM — the sales rep can move straight to the next call without taking notes.
+42%
Call-to-order conversion rate
−60%
Undetected unhappy customers
35–55%
WA orders processed automatically
🏗 Construction / Building / Real Estate

Worksite meeting transcription, property prospect scoring and critical tenant complaint detection.

Developers, builders, rental agencies — your worksite decisions are made by phone and your property prospects come in by call. AI traces everything and alerts on what can't wait.

Pain points without AI
Worksite decisions made by phone — no trace, contested responsibility
Hot property prospects unidentified — same treatment for "just browsing" and "ready to sign this month"
Critical tenant complaints buried in the standard after-sales queue
Meeting minutes written manually — wasted time, incomplete information
AI configured for Construction / Real Estate
📝
Worksite meeting transcription — decisions tracked
Every worksite call and conference is transcribed. Decisions made (plan change, retained subcontractor, agreed deadline) are automatically extracted and archived in EDM with the names of participants and the date.
🎯
Property prospect scoring — "ready to buy" detection
AI distinguishes the exploring prospect from the one ready to sign: confirmed financing, precise move-in timeline, family involved in the call. High score = immediate transfer to senior sales rep.
🔔
Critical tenant complaint alert — immediate escalation
Leak, electrical failure, security issue — critical complaints are detected by keyword and immediately escalated to the technical manager with the unit number and tenant history.
📊
Worksite dashboard — anomalies detected
Inbound call volume by worksite, average sentiment of subcontractors and clients, complaint frequency. An anomaly (spike in complaints on a given worksite) triggers an automatic executive alert.
100%
Worksite decisions tracked
×2.2
Conversion of "hot" prospects
−75%
Critical complaints left unhandled
🏦 Microfinance / Banking / Insurance

Regulatory-compliant collections transcription, behavioural customer scoring and churn risk detection.

MFIs, SFDs, insurance brokers — every collections call is a regulated act. AI ensures compliance, measures exchange quality and detects at-risk customers before they become non-payers.

Pain points without AI
Collections calls without a uniform script — variable quality, compliance risk
Repayment commitments made by phone with no proof — frequent disputes
At-risk customers undetected before the due date — reactive rather than preventive
Supervisor with no real-time view of collections call quality
AI configured for Microfinance / Insurance
📝
Collections transcription — documented compliance
Every collections call is transcribed and archived with the repayment commitment extracted: amount, date, stated payment method. In the event of a customer dispute, proof is immediately available.
🎯
Behavioural scoring — default risk anticipated
AI analyses customer language on calls: hesitation, evasiveness, topic-changing, vague promises. Default risk score calculated after each interaction — alert to the supervisor if the profile deteriorates.
📊
Live collections agent quality supervision
The supervisor sees in real time: script adherence, tone used (aggressive, appropriate, too conciliatory), call duration, commitment rate per agent. Targeted coaching — no generic end-of-month review.
🤖
Pre-qualification chatbot — credit applications 24/7
The chatbot qualifies inbound credit applications via WA: amount requested, purpose, monthly income, desired term. Pre-filled file sent to the credit officer with an estimated eligibility probability.
100%
Collections commitments archived
+22%
Default prevention (early detection)
×1.7
Collections agent efficiency
🏥 Healthcare / Clinics

Real-time emergency classification, consultation transcription and automatic patient follow-ups.

Private clinics, laboratories, imaging centres — AI triages urgent calls, transcribes medical notes and automatically reminds patients to reduce no-shows and improve care continuity.

Pain points without AI
Emergency and appointment calls handled in the same queue — triage done manually by an overloaded receptionist
Dictated notes manually re-typed — wasted time, transcription errors
Annual check-up reminders done manually — 1 hour of secretarial work a day just for reminders
No systematic measurement of patient satisfaction after each contact
AI configured for Healthcare / Clinics
🚨
Real-time emergency classification — automatic bypass
AI detects emergency keywords ("severe pain", "bleeding", "unconscious", "accident") and bypasses the standard queue immediately. The call is transferred priority 1 to the reception nurse — within 15 seconds.
📝
Consultation transcription — automatic medical note
The physician dictates observations at the end of the consultation. AI transcribes, structures (history, diagnosis, prescription, recommended follow-up) and archives to the patient EDM record. Saving: 15–20 minutes per consultation.
🔔
Automatic patient follow-ups — check-ups and reminders
AI automatically generates check-up reminders based on medical profile. Diabetic → reminder at 6 months. Annual check-up → reminder at 11 months. Pregnancy follow-up → reminder per protocol. Sent by SMS and WA with no human intervention.
💡
Patient satisfaction measurement — automatic post-contact NPS
After every confirmation or results call, AI automatically sends a satisfaction SMS (1 question, 5 seconds). The clinic's NPS is calculated in real time — by physician and by type of service.
< 15 s
Emergency bypass time
−65%
No-show rate
15 min
Saved per consultation (transcription)
🌿 Agro-industry / Trading

Automatic extraction of telephone commitments, field quality alerts and export buyer scoring.

Cocoa, coffee and cashew exporters — your commercial negotiations happen by phone from the field or internationally. AI archives every commitment and detects anomalies before they become disputes.

Pain points without AI
Price and volume commitments negotiated by phone — no trace, no proof in case of dispute
Oral field quality reports — lost if the agent doesn't document them
Unhappy export buyers undetected — silent disengagement
No analysis of conversation trends by campaign
AI configured for Agro-industry
📝
Telephone commitment extraction — price, volumes, dates
Every telephone negotiation is transcribed. AI automatically extracts: agreed price, committed volumes, delivery date, quality conditions. The commitment is archived in the CRM with the recording as proof.
🔔
ERP discrepancy alert — unmet commitment detected
If a volume committed by phone does not match what is entered in the ERP, AI triggers a discrepancy alert. The export manager can verify and correct before the contract is sent to the buyer.
🎯
Export buyer loyalty scoring — churn detected
AI analyses the content of exchanges with overseas buyers: contact frequency, message tone, questions about competitors. A loyalty score calculated per buyer — alert if the profile deteriorates.
📊
Campaign dashboard — field communication trends
Call volume by collection zone, average sentiment of field agents and zone managers, quality issue alerts flagged. The CEO sees emerging field tensions before they impact export deliveries.
100%
Telephone commitments archived
−80%
Disputes on undocumented commitments
+25%
Early buyer churn detection
⚖️ Lawyers / Notaries / Accountants / Architects

Consultation transcription, automatic time-tracking and extraction of next actions by file.

Law firms, practices, chartered accountants, architecture studios — every minute spent writing up a note is an unbilled minute. AI transcribes, time-tracks and classifies every interaction automatically.

Pain points without AI
Telephone consultations not transcribed — advice given with no documented record, professional liability risk
Manual time-tracking — partners under-report their time due to forgetfulness or discomfort
Next actions manually extracted from notes taken during the call — risk of items being missed
No measurement of client exchange quality — satisfaction not tracked
AI configured for Professional firms
📝
Consultation transcription — structured notes by file
Every client call is transcribed and structured: file context, advice given, decision made, agreed deadline. Encrypted archive in EDM — accessible only to the file partner. Compliant with professional ethics rules.
⏱
Automatic time-tracking by file and by partner
AI automatically measures the duration of each call and assigns it to the corresponding file identified by phone number. Partners no longer need to log anything — billing is generated from the AI time-tracking.
🔔
Next action extraction — zero missed items
AI automatically extracts commitments made during the call: document to send, deed to draft, deadline to meet, appointment to schedule. Injected into the CRM as tasks with a deadline — auto-reminder if not handled within 48 hours.
📊
Firm dashboard — time spent vs billed
Hours spent by partner and by file vs hours billed. Billing realisation rate. Time-intensive unbilled files are automatically flagged to the managing partner.
+40%
Hours automatically time-tracked
0
Actions extracted but not created in CRM
−70%
Note-writing time
🚛 Transport / Logistics / Freight

Real-time critical incident alert, service quality analysis by route and automatic post-delivery NPS.

Hauliers, freight forwarders, customs brokers — an undetected incident costs 10× more to resolve. AI monitors all communications to detect incidents before customers complain.

Pain points without AI
Field incidents reported late — the customer complains before management is informed
Service quality by route measured manually — incomplete and delayed data
Instructions given to drivers by phone not recorded — contested responsibility
Customer satisfaction never measured systematically after delivery
AI configured for Transport / Freight
🚨
Critical incident alert — real-time detection
Keywords detected: "accident", "breakdown", "customs hold", "damaged cargo". The alert is sent to the operations director in under 60 seconds with the file number, route and driver concerned.
📝
Dispatch instruction transcription — responsibility documented
Every instruction given to the driver (rerouting, modified delivery point, accepted delay) is transcribed and archived. In the event of a customer complaint or insurance incident, the instruction timeline is available in 1 click.
📊
Service quality analysis by route and by customer
Inbound contact volume by customer, average sentiment of complaints, average resolution time, incident recurrence by route. The commercial director identifies problem routes and customers before they resist renewal.
💡
Automatic post-delivery NPS — systematic measurement
After each confirmed delivery, AI automatically sends a satisfaction SMS (Were you satisfied?). NPS is calculated by route, by driver and by freight type — automatic weekly report.
< 60 s
Critical incident alert
100%
Dispatch instructions tracked
+30%
NPS measured systematically
🏛 Municipalities / Prefectures / Courts / Ministries

Citizen request classification, sensitive alert detection and automatic service quality reporting.

Municipalities, local authorities, public administrations — public service quality is now being measured. AI classifies requests, detects sensitive situations and produces service quality reports with no additional manual work.

Pain points without AI
Citizen requests misdirected — the switchboard sends them to the wrong department
Sensitive situations (threats, social emergencies, land disputes) undetected in the standard queue
Service quality reporting written manually — time-consuming, incomplete data
No measurement of citizen satisfaction after interactions
AI configured for Public administration
🔀
Automatic request classification — accurate routing
AI classifies every citizen request from the first words: civil registry, land, planning, taxation, social assistance, complaint. Routing to the right department in 3 seconds — no more looping transfers and citizens calling back 5 times.
🚨
Sensitive alert detection — immediate escalation
Sensitive keywords detected: social emergency, threat, serious land dispute, suspicious anonymous request. The alert is sent to the DGS or security according to the nature — without the standard agent having to decide the escalation alone.
📊
Automatic service quality reporting — weekly
Contact volume by type of request and by department, average handling time, first-contact resolution rate, average citizen sentiment. Report generated automatically every Monday — ready for the DGS and the supervising authority.
💡
Recurrence analysis — continuous improvement
AI identifies the 5 most frequent request types and recurring callback reasons (unresolved issue). These insights drive process improvements — fewer repeat contacts, more agents available for complex cases.
−60%
Misdirected requests
100%
Sensitive alerts auto-detected
0 min
Quality report writing time
📱 Fintech

Real-time fraud scoring, 35–55% chatbot deflection and automatic post-interaction NPS.

Mobile money, neo-banks, payment aggregators — your contact volumes are exploding, fraud is constant, and your NPS drives your growth. AI is the only way to scale without mass hiring.

Pain points without AI
Fraud complaints handled with the same turnaround as standard requests — direct impact on victims
Support volume ×2 every 6 months — agents burned out, NPS falling
NPS measured only on samples — impossible to track satisfaction in real time
No contact pattern analysis to improve the product
AI configured for Fintech
🔍
Fraud scoring — automatic detection and prioritisation
AI detects fraud patterns in conversations: description of an unusual transaction, fraud-specific vocabulary, urgent transfer request. Fraud score calculated in real time — immediate routing to the senior fraud team with maximum priority.
🤖
AI chatbot — 35–55% deflection without an agent
The chatbot autonomously handles: account balance, transfer status, PIN reset, product FAQ, transaction history. The 35 to 55% of contacts resolved automatically free up agents for complex cases and fraud.
📊
Real-time NPS — satisfaction after every interaction
After every resolved interaction, AI automatically sends a micro-survey (1 question). NPS is calculated in real time by channel, by agent and by contact type. Systemic issues are detected immediately.
💡
Pattern analysis — product improvement
AI identifies the 10 most frequent contact reasons, recurring issues and most-mentioned features. These insights feed directly into the product backlog — support becomes a product data source.
35–55%
Chatbot deflection without an agent
< 5 min
Fraud case pickup time
100%
Interactions with NPS measured
35–55%
Chatbot deflection
without a human agent
×2.8
Agent productivity
with AI assistance
94%
Transcription accuracy
in French
D+15
AI pillar
go-live
How it works

From conversation
to automatic action.

GLOBAL CS AI processes every communication in 5 steps — from capture to injection into business tools — in under 5 seconds.

🎙
Step 01
Multi-channel capture
Every communication — voice call, WA message, email, Teams, SMS — is captured in real time by the omnichannel platform. AI receives the audio or text stream instantly.
📝
Step 02
Transcription & analysis
Voice is transcribed to text in real time (French + local languages). Semantic analysis extracts sentiment, intent, entities (names, amounts, dates) and actions mentioned.
🎯
Step 03
Scoring & classification
Lead score calculated (0–100), request classified (type, urgency, risk), customer sentiment (positive/neutral/negative/urgent). Updated continuously throughout the interaction.
🔔
Step 04
Alerts & recommendations
If a threshold is crossed (hot lead, unhappy customer, critical incident, fraud), the alert is sent to the right person in under 5 seconds — push mobile, email or SMS.
⚡ Delay < 5 seconds
⚙️
Step 05
Injection into business tools
The summary, actions, score and sentiment are automatically injected into the CRM, the contact center, EDM and the executive dashboard — with no re-entry and no extra click from the agent.
Advanced features

What AI does
in the background.

While your teams look after your customers, AI analyses, classifies and anticipates.

01
Transcription in French and local languages
Acoustic model trained on French and local accents. 94% accuracy on standard commercial calls. Continuous improvement on your specific data.
›
02
Business entity extraction
AI automatically extracts structured information: amounts in local currency, company names, file numbers, dates, explicit commitments. Injected into the corresponding CRM fields with no re-entry.
›
03
Sector-configurable chatbot
The WA chatbot is configured with the scripts, FAQ responses and decision trees specific to your sector. It learns from every interaction transferred to a human agent — continuous improvement.
›
04
Real-time agent supervision
The supervisor sees live: sentiment of each active conversation, unhandled hot lead alerts, agents under overload. Whisper intervention available (agent hears the supervisor, customer does not).
›
05
Mobile executive dashboard
All AI metrics on a single screen accessible on smartphone: contact volume, average sentiment, hot leads of the day, active alerts, chatbot deflection rate, real-time NPS.
›
06
Privacy and compliance
Data processed in compliance with local data protection regulations. Automatic legal recording announcement compliant with applicable law. Transcription access logged by user. Regulatory export available.
›
Native integrations

AI connected
to the entire platform.

GLOBAL CS AI is architecturally integrated with the 4 other core pillars and the 4 extended capabilities. Its analyses feed every tool in real time — with no additional configuration.

📞
UC&C — IP Telephony

Every inbound and outbound call is transcribed in real time. The AI score and sentiment are displayed to the agent on their softphone during the call. Recordings are enriched with the transcription in EDM.

Live transcription · Agent score
🎧
Omnichannel contact center

AI drives routing: a detected hot lead is routed to the available senior rep. Negative sentiment triggers escalation. The supervisor sees AI metrics across the entire queue in real time.

AI routing · Live supervision
🤝
CRM Prospecting

Every call summary, lead score and extracted action is automatically injected into the CRM record. The sales rep arrives at the next call with full context — without having noted anything.

Auto summaries · CRM score
📁
EDM & Archiving

Call transcriptions are archived in EDM with the file number, participants and date. Full-text search across all transcriptions — retrieve an oral commitment in 10 seconds.

Transcription archive · Search
📊
Business management ERP

WA orders handled by the chatbot are automatically created in the ERP. Billing anomalies detected by AI (unusual amount, at-risk customer) trigger an ERP alert.

Chatbot orders → ERP
💬
WhatsApp Business API

The AI chatbot operates natively on the official WhatsApp Business API. It accesses the customer's WA history, approved templates and EDM to provide requested documents — all from the same interface.

Native WA chatbot
Why GLOBAL CS AI

AI built for
SMEs.

Not a generic English-language model. AI trained on French, connected to your business context, compliant with local regulation and deployed by a team that understands your sector.

🇨🇮
Native French

Acoustic model trained on French and local accents. 94% accuracy on commercial calls — significantly higher than generic English-language models.

🔗
Native platform architecture

AI shares data in real time with the 4 other pillars. Not a third-party integration — an architecture built as a single unit. AI results are available everywhere, instantly.

⚖️
Regulatory compliance

Legal recording announcement compliant with local law, archiving, transcription access logging. All regulatory obligations are met automatically.

📱
Official WhatsApp Business API

The chatbot operates on the official Meta WhatsApp Business API — not an unofficial third-party API that gets cut off. Sector-approved templates, legal archiving, compliance.

⚡
Deployed in 15 days

Configuration of detection models, chatbot scripts and alert thresholds for your sector. On-site supervisor training. AI is operational in 15 days.

📈
Continuous improvement

AI learns from every interaction corrected by your teams. False positives are used to refine models. Your AI gets better every month — with no action required on your part.

Your communications
deserve to be driven by AI.

30 minutes to see how GLOBAL CS AI analyses your calls, scores your leads and alerts your executives — configured for your sector and your team.