CallSentier Analysis & Automation
CallSentier is a cloud-based customer support solution that breaks the language barrier between customers and agents: customers speak their own language, agents reply in theirs, and a cloud translator bridges the gap in real time. Built during an AI BootCamp as a full team project.
Overview
Beyond translation, the team designed a complete workflow that generates real business value: real-time translation between agents and customers, sentiment analysis on every conversation, automated storage of chats and results in Airtable, automatic export to Excel, a live dashboard that refreshes with every interaction, and automated reports sent to managers.
Workflow Architecture
- Input: customer and agent conversations, each in their own language.
- Processing: real-time translation through AWS services.
- Analysis: sentiment analysis applied to every interaction.
- Storage: results pushed automatically into Airtable and exported to Excel.
- Visualization: the dashboard updates dynamically with the latest records.
- Reporting: automated reports are generated and shared with managers.
Dashboard & Reporting
The Excel dashboard tracks total chats, customers, and agents; average chat duration and messages per chat; sentiment distribution; the most-used languages; sentiment per agent; and conversation trends across weekdays, all with interactive filtering.
Automation Workflow
The n8n automation covers the full pipeline: receiving conversations through webhooks, analyzing chat sentiment with AI models, storing records in Airtable, exporting analyzed data to Excel, aggregating it for reporting, and sending automated email reports to managers.
How I Built It
My contributions focused on designing and building the n8n automation workflow, creating the Excel dashboard and reporting system, automating the data flow between Airtable and Excel, and building the automated email reporting process.