to sales over the phone
100% of inbound calls against consistent criteria, real-time alerts about fraud, compliance with the sales stages up from 41% to 94%.
Lemana PROSpeech Analytics · 2026
What shoppers actually say
The analytics collects the wording from calls and counts which topics come up most often.
Where is my order: the bot answers round the clock
The shopper gives the order number or calls from a known phone — the bot sees the status in your system and answers straight away. Rescheduling delivery also goes through the bot.
Where is my order 4471?
Order 4471 is with the courier, delivery today between 14:00 and 17:00. Shall I move it later?
Yes, is after 18:00 possible?
Moved to 18:00–21:00. I have sent the confirmation by SMS.
| Wrong size | 372 | +18% against last month |
|---|---|---|
| Damaged in delivery | 211 | +6% against last month |
| Does not match the description | 164 | −4% against last month |
| Changed their mind | 129 | 0% against last month |
The reasons for returns by product and by supplier
Every complaint on a call is tagged: product, reason, supplier, delivery service. The week-on-week trend shows where the problem is growing.
Delivery services and couriers — from shoppers’ calls
Complaints about lateness, rudeness and damage are tied to the delivery service and the zone. That is an argument in a conversation with the contractor, not a feeling.
Lateness by service and delivery zone
Courier rudeness in shoppers’ complaints
Damage by dispatch warehouse
Repeat calls about the same order
Order confirmation and surveys with no agents
Order confirmation
The bot calls, states the contents and the total, checks the address and the time. Cancelled orders never reach the courier.
A survey after delivery
Three questions by voice or in a messenger. The answers land in the same analytics as the calls.
A reminder about an abandoned basket
A tactful call or message with an answer to the question that stopped the purchase.
Related case studies
Still have questions?
How does the bot know the status of an order?
Through an API integration with your order system or your delivery service. The bot requests the status during the call; nothing is copied in advance.
Can chats be analysed too, not just calls?
Yes. Conversations in the website chat, in Telegram and in messengers are tagged by the same reasons and land in the same report as the calls.
What if the shopper writes in Uzbek with Russian words in it?
That is the normal case: the models recognise mixed speech and the bot answers in the shopper’s language.
We will show the word cloud of your own shoppers
Send us a week of recordings. We will return the cloud of phrasings, the reasons for returns and what could be handed to a bot.
