Quality assurance · Production
Smith.ai saves 250+ hours weekly with Zapier automation for call quality and feedback triage
The problem
Reviewing thousands of daily client calls manually was unsustainable for coaching quality at scale, and delays in responding to customer feedback risked client satisfaction.
Workflow diagram · grounded in source
1
Daily calls trigger quality review
trigger
“Reviewing thousands of daily client calls manually was unsustainable for quality coaching.”
2
Silence detection in transcriptions
validation
“Zapier automates silence detection in call transcriptions using ClickUp and custom JavaScript.”
3
Coach real-time visibility
output
“coaches get real-time visibility into calls needing attention.”
4
Low feedback score received
trigger
“Zapier routes low feedback scores from Customer Thermometer directly to the right team”
5
Route low scores to team
routing
“Zapier routes low feedback scores from Customer Thermometer directly to the right team in Slack and Airtable.”
Reported outcome
Smith.ai saves 250+ hours weekly through automated silence detection in call transcriptions and routes low feedback scores in real time, preventing escalations and improving customer experience.
Reported metrics
Hours saved weekly250+
Automations expanded1000+
Customer experiences at scale1M+
Reported stack
ZapierClickUpCustomer Thermometercustom JavaScriptSlackAirtable
Frequently asked questions
What did this team achieve with this AI workflow?
Smith.ai saves 250+ hours weekly through automated silence detection in call transcriptions and routes low feedback scores in real time, preventing escalations and improving customer experience.
What tools did this team use?
Zapier, ClickUp, Customer Thermometer, custom JavaScript, Slack, Airtable.
What results were reported?
Hours saved weekly: 250+; Automations expanded: 1000+; Customer experiences at scale: 1M+ (source-reported, not independently verified).
How is this quality assurance AI workflow structured?
Daily calls trigger quality review → Silence detection in transcriptions → Coach real-time visibility → Low feedback score received → Route low scores to team.