Architecture
See how Comms Inspector fits into your existing contact centre stack, and how it turns a conversation into structured insight — end to end, inside your own environment.
Where does Comms Inspector fit in your architecture?
Comms Inspector sits inside your own environment, reading from what you already run and writing insights back out to it.
Contact centre
e.g., Daktela, Genesys, NICE CXone, …
Communication
Audio recordings, transcripts, emails, chats…
AI Comms Inspector
- Quality dashboard
- Chat over results
- Agent management UI
Comms Inspector database
For further use and integrations
Data warehouse / CDP
e.g., Snowflake, Databricks, BigQuery, …
Knowledge base
- Docs & methodologies
- Internal rules
- Example communications
Illustrative examples — actual integrations vary by client stack.
From raw conversation to structured insight
Every call, chat or email goes through the same five stages. The pipeline runs inside your own environment end to end.
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01
Ingestion
Calls, chats and emails come in from your existing systems, with no manual export, no separate upload step.
- Structured intake from telephony, chat and email channels
- Metadata retained (agent, timestamp, queue) for full traceability
- Scheduled or near-real-time pickup
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02
Speech-to-text & pre-processing
Audio is transcribed and speakers are separated.
- Speech-to-text with speaker diarisation and timestamps
- PII anonymisation before analysis — no personal data enters the LLM step
- Language detection and chunking for consistent processing
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03
LLM analysis
A library of business questions runs against every conversation, so each one gets checked the same way, every time.
- Configurable question library, managed no-code by business users
- Every answer carries a confidence score
- Human-in-the-loop review for anything below threshold
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04
Structured output
Every conversation becomes clean, structured data, ready to plug into what you already run, not a new silo.
- Structured insight records with confidence scores attached
- Full audit trail — every answer traces back to its source moment
- Stored in your own environment, not ours
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05
Activation
Insights reach the teams and systems that need them automatically.
- CRM enrichment and campaign triggers
- Compliance and audit queues
- Dashboards and reporting for CX and management
See it running in your own environment
Book a walkthrough and we will map Comms Inspector onto the stack you already have.