The Shox Med medical network in Tashkent has integrated the Kotib Analytics speech recognition platform to automate call evaluations and improve customer service standards. The system processes hundreds of daily patient inquiries, assessing how effectively operators address concerns and follow internal communication protocols.

According to Asal Rustamova, manager of the Shox Med branch near the airport, supervisors previously had to manually review CRM records and listen to hours of audio calls. This manual oversight led to subjective evaluations influenced by fatigue and mood. The automated analytical tool has reportedly eliminated these inconsistencies by applying uniform standards across all operator teams.

The technology was initially piloted at the Oybek Street branch managed by Shakhnoza Kudratovna. Within three months of implementation, the average operator performance score allegedly rose from 65.5 to 98.6 points. Management utilizes these performance metrics to restructure shift schedules, pairing less experienced staff with senior operators to provide real-time assistance during complex inquiries.

Currently, four branches within the Shox Med network involving roughly thirty operators utilize the platform. Clinic authorities indicate that the speech analytics software helps track recurring patient demands, refine conversation scripts, and distribute monthly bonuses based on objective performance data.

Source: uznews.uz