In this Gincore update, we introduce a revolutionary AI-based call quality assessment feature, along with several enhancements aimed at improving the efficiency of managing products, orders, and financial transactions.

Below is a detailed description of new capabilities, improvements, and fixes that will help you gain more accurate analytics, manage processes swiftly, and avoid past mistakes.

New Functionality: Call Quality Assessment with AI

Quality control of calls is now automated. The system converts the call recording into text, creates a brief call summary, and determines sentiment and conflict level. It then identifies the topic and purpose of the call – ranging from information requests and detail clarifications to order placement or problem resolution.

For each purpose, whether it’s “ checking product/service availability,” “order status verification,” or “quality complaint,” a list of criteria is set (typically between 5 to 9 items), which include parameters such as politeness, completeness of information, proper call closure, and more. Each criterion can be assigned a weight and priority level (minimum, medium, high), allowing the system to score the call on a scale from 0 to 10.

In addition to a numerical score, the AI generates a description of the operator's mistakes with specific dialogue examples and brief recommendations for improving service quality.

How to Get Started:

1. Set up integration with one of the supported VOIP providers that offer call recording storage via API.
2. Specify external and internal numbers for each operator and activate the AI call analysis feature in settings.
3. If necessary, edit the topics, goals, and assessment criteria to suit your business needs.
4. Top up your AI credit balance and start making calls – Gincore support is always available via the built-in chat.

Key Improvements

Mass Management of Products:
The “Products and Services” menu now includes an option for mass deactivation of selected items. By selecting multiple products and clicking the bulk management button, you can not only activate but also deactivate them.

Call Filtering:
A new filter “Calls Processed by AI” has been added in the “Clients/Calls” section, allowing for quick generation of a list of calls with automatically generated text records.

Integration of Orders and Deliveries:
The customer order card now displays the part delivery date, helping employees accurately plan repairs and fulfill orders. Additionally, a variable has been added to the printed document “Label” that displays the order’s barcode and the receiving warehouse’s phone number.

Renaming and Simplifying the Menu:
The “Products” menu has been renamed to “Products and Services.” For easier service creation, a separate “Create Service” button has been added, and saved filter settings are now readily accessible next to the “Search” button.

Return and Comments Management:
When returning an item to the supplier, you can now add comments that will appear in the returns list, similar to the functionality available during item write-offs.

Data Export for Manufacturing:
In the “Products and Services” menu, under the “Export” tab, a section “Products for Production” has been added. Users can export a file with a list of products, indicate “Yes/No” in the corresponding column, and then import it back for bulk data correction.

Improved Recognition and Search:
The system now recognizes product and service names based on word combinations and allows for adding alternative names, simplifying searches even with discrepancies in supplier names.

Accelerated Product Addition:
Adding a product by serial number is now instantaneous, eliminating the need for additional clicks, which speeds up the ordering process.

Fixed Bugs

• Warranty Coupon Printing: The issue with generating warranty coupons for products without a specified warranty period has been fixed – now coupons are printed only for products with a stated warranty period.
• Saving Comments: The problem of saving comments when writing off products by serial number has been resolved – comments now display correctly, both in bulk write-offs and individual operations.
• Cash Flow Report: An issue causing the cost of returned goods to be shown in the report has been fixed, eliminating confusion in cash flow analysis.
• Order Repair Filtering: A bug was fixed where changing the master on an order would display the order with the initially assigned master instead of the current executor.
• Entry in Order History: A bug was fixed where adding a spare part through the “Quick Move” tool was not reflected in the order history.
• Correct Transaction Display: Money returns now correctly link information about the fiscal cash register, ensuring transparency of all transactions.
• Automatic Order Status Change: Upon shipping an item via “Quick Move,” the repair order now automatically changes its status to “In Repair,” as it should.
• Discount Type in Orders: The incorrect definition of discount types when adding products by serial number has been corrected – percentage discounts are now applied by default.
• Warranty Period in Repair Orders: The warranty period application issue has been fixed: information now correctly populates in the separate item line as well as in the overall warranty.

This update is the next step in Gincore's development, aimed at automating key processes and enhancing user experience. We are confident that the new features and fixes will help you work faster, more accurately, and more efficiently. Take advantage of the update and stay in touch with our support for any questions or recommendations.

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