Project Description
The Challenge
How do you give sales professionals live feedback during real customer conversations without disrupting the flow? The system must analyze in real-time, deliver discreet cues, and meet strict data privacy requirements - after all, real customer contacts are being analyzed.
Our Approach: Discreet Real-Time Coaching
The 4-Step Process
- Conduct the conversation: The sales professional makes their call or video meeting as usual. The system runs in the background.
- Live transcription: Only the user's audio is transcribed - not the conversation partner's. Privacy by design.
- Real-time feedback: During the conversation, discreet cues appear on screen - short, actionable impulses without distraction.
- Final analysis: After the conversation, the system generates a complete analysis with scoring, strengths, and specific improvement suggestions.
6 EQ-CORE Evaluation Categories (Proprietary Development)
Our EQ-CORE model evaluates each conversation across 6 dimensions:
- Emotional Intelligence: Empathy, active listening, emotional responsiveness
- Argumentation Quality: Structure, persuasiveness, benefit argumentation
- Customer Orientation: Needs identification, individual adaptation, solution orientation
- Objection Handling: Objection recognition, handling strategy, composure
- Rapport Building: Relationship design, trust building, personal level
- Results Orientation: Goal direction, closing strength, next steps
3 Evaluation Dimensions per Category
Each of the 6 categories is evaluated across 3 levels:
- Completion: Was the element addressed at all?
- Quality: How well was it executed?
- Tonality: Was the tone appropriate and professional?
Briefing System
Before each conversation, a briefing can be provided: Who is the customer? What is the goal? What is the history? The system considers this information during analysis and evaluates context-dependently - a first meeting is evaluated differently than a follow-up.
Data Privacy: User Audio Only
The system processes exclusively the user's audio. The customer's conversation is neither recorded nor transcribed. This ensures GDPR compliance, as no consent from the conversation partner is required.
Scope of Services
- Live transcription during conversation
- Discreet real-time feedback on screen
- EQ-CORE scoring with 6 evaluation categories
- 3 evaluation dimensions (completion, quality, tonality)
- GDPR-compliant (only user audio processed)
- Configurable briefing system
- Automatic final analysis with improvement suggestions
- Context-dependent evaluation (first meeting vs. follow-up)
Challenge
Delivering live feedback during real customer conversations without disrupting the conversation flow. The system must transcribe and analyze in real-time, deliver discreet cues, and meet strict data privacy requirements. The biggest technical challenge: the analysis must be fast enough to deliver actionable impulses while the conversation is still ongoing.
Solution
A 4-step process: live transcription of user audio, real-time analysis using our proprietary EQ-CORE model, discreet feedback during the conversation, and complete final analysis afterward. 6 evaluation categories (Emotional Intelligence, Argumentation, Customer Orientation, Objection Handling, Rapport, Results Orientation) are each evaluated across 3 dimensions. A briefing system enables context-dependent evaluation. Privacy by design: only the user's audio is processed.
Results
The system enables objective, AI-supported coaching during real customer conversations for the first time. Real-time cues help sales professionals immediately recognize and respond to critical moments in the conversation. The final analysis delivers specific, data-based improvement suggestions instead of subjective assessments. By limiting processing to user audio, the system can be used without customer consent.
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