Zhodnocení přínosů Implementace AI nástroje pro automatické hodnocení kvality prodejních hovorů ve firmě Medevio s.r.o

The aim of this bachelor’s thesis is to evaluate the benefits of implementing an AI tool for automated quality assessment of cold acquisition calls in the sales team of Medevio s.r.o. The benefit is not understood merely as a technical feature of the tool, but primarily as a change in the quality control process, the usability of outputs for sales management and coaching, and the relationship between call evaluation and sales outcomes. The thesis combines a theoretical framework of sales force management, evaluation rubrics, and the Technology Acceptance Model with an empirical analysis of 2,764 calls made by 16 sales representatives over a seven-month period. Using descriptive analysis, correlation analysis, comparison of successful and unsuccessful call profiles, and cost analysis, the thesis quantifies the benefits of the implementation across several dimensions: process-related, analytical and managerial, sales-relevant, and economic. The results show that the implementation led to an approximately tenfold increase in control coverage, from around 10% to nearly 100% of relevant calls, and reduced the feedback delay from approximately fifteen days to several minutes. The weakest area across the team was the identification of client needs, with an average score of 1.26 out of 5. At the same time, targeting a demo and handling objections showed substantial variation among sales representatives, making these areas suitable for individual coaching. Calls that resulted in a scheduled demo achieved an average score of 20.14, compared to 12.18 for other calls, representing a difference of 7.96 points. The correlation between a salesperson’s average score and their share of scheduled demos was r = 0.65. The thesis concludes that the main benefit of the implementation lies not only in the automation of quality control itself, but above all in increasing the completeness, speed, and systematic nature of feedback. The AI tool therefore provides a usable basis for sales performance management, identification of coaching priorities, and continuous monitoring of sales call quality.