Case Study · Sales · Contact centre
500 calls recovered every day with AI-powered sales analysis.
PUSH built an AI system to analyse thousands of sales calls, identify missed opportunities and recover revenue that was previously invisible to the business.
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The challenge
What was at stake.
The business handled thousands of inbound and outbound sales calls every week, but only a tiny fraction were ever reviewed. Quality assurance was manual, slow and inconsistent, so coaching was based on a handful of calls rather than the full picture.
Missed opportunities, unanswered objections and follow-up gaps were effectively invisible. Revenue was being lost in conversations that no one had the time to listen back to, and leadership had no reliable way to see patterns across the team.
Our approach
How we built it.
Mapped the commercial question
We started with the outcome: which conversations were converting, which were not, and why. That defined what the system needed to detect rather than starting from the technology.
Built the analysis pipeline
Calls were transcribed and analysed for intent, objections, next steps and missed opportunities, with results structured so they could be queried and reported on.
Surfaced insight to the team
Managers received clear, prioritised summaries instead of raw transcripts, so coaching and follow-up could focus where the commercial impact was highest.
Measured and refined
We tracked conversion and recovered opportunities against a baseline, then refined the model and the workflow around what was actually moving the numbers.
The outcome
What changed.
The system now reviews every call rather than a sample, analysing around 500 calls a day and roughly 30,000 interactions a month. Work that would have taken a quality team thousands of hours is handled automatically and continuously.
Managers act on prioritised insight rather than guesswork, and the conversations that were previously lost are now visible and recoverable. The business measured a 10 per cent uplift in conversion from acting on what the analysis surfaced.
We went from reviewing a handful of calls a week to understanding every conversation in the business. The opportunities were always there. We just could not see them.
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