AI Support Call Analysis & Routing with Gemini & ElevenLabs

This workflow transforms unstructured customer support call recordings into actionable insights. It triggers on a schedule to fetch new audio files from a Google Drive folder, transcribes them using ElevenLabs for accurate multi-speaker text, and analyzes the transcript with Google Gemini AI to generate structured JSON output including agent/client names, summary, sentiment, topic, department tag, and action items.

Results are logged as new rows in a Google Sheet for centralized tracking, eliminating manual review. For negative sentiment calls, it immediately routes alerts with summaries and actions to managers via Telegram, ensuring rapid response to issues.

Ideal for support teams in e-commerce, SaaS, or service businesses, it saves hours of listening time, uncovers feedback trends, prioritizes escalations, and boosts customer satisfaction through proactive handling. Benefits include scalability for high call volumes and easy customization for specific departments.