Support call analysis & routing with Gemini AI, ElevenLabs & Telegram alerts

What it does

Customer support calls contain a wealth of valuable feedback and urgent issues, but manually reviewing audio files is inefficient. This workflow acts as an AI assistant for your call log, transforming unstructured audio recordings into structured, actionable data. It provides a clean summary, sentiment analysis, and a list of required actions for every call, eliminating the need for manual listening and ensuring key insights are never missed.

How it works

The workflow runs on a schedule to fully automate the call analysis process from start to finish.

1. Fetch New Recordings: The workflow triggers on a schedule (e.g., every 5 minutes), searches a designated Google Drive folder for new call recordings, and downloads any new files it finds. 2. Transcribe Audio: Each audio file is sent to the ElevenLabs API to be converted from speech to a text transcript. The result is then formatted into a conversational, multi-speaker format. 3. AI-Powered Analysis: The transcript is passed to a Google Gemini node, which is prompted to return a structured JSON object. This JSON contains a complete analysis of the call, including speaker identification (agentname, clientname), a summary, the clientsentiment, a calltopic, a departmenttag, and a list of actionitems. 4. Log the Results: The complete, structured analysis output from Gemini is appended as a new row in a Google Sheet, creating a centralized log with all the extracted call details and the full transcript. 5. Take Action: The workflow uses conditional logic based on the detected sentiment: Negative Sentiment: If a call was negative, an immediate alert containing the call summary and action items is sent to a manager's group on Telegram. Positive Sentiment: If a call was positive, a kudos message is sent to the support team's Telegram channel to celebrate good work. 6. File Management: After processing, the original audio file is automatically moved to a separate "Processed" folder in Google Drive to ensure it isn’t analyzed again.

Setup Instructions

To configure this workflow, you will need to set up your file storage in Google Drive, create a Google Sheet for logging, and configure credentials for all connected services.

Required Credentials