AI & Automation.
From Prishtina.
AI applications built in a real operations environment. Voice and chat bots, language classification, translation — developed at our Prishtina hub, tested on our own engagements, combined with 500 human agents.
Pragmatic implementation with immediate impact — including in AI. ja-dialog knows the levers and where to pull them.
AI applications
that actually work.
No gimmicks — every application listed here is live in our own engagements. What doesn't work never makes it onto the list.
Voice Analytics
Analysis and evaluation of recorded customer calls: automated transcription, tagging, scorecard evaluation, tNPS and customer-journey analysis. Delivers learning fields per agent — and a clean dashboard for the team.
Sogedes Trainer
AI-powered speech role-plays with live feedback. Training and learning sequences generated from text documents, individual development curves per agent, connected directly to Voice Analytics — learning fields become trainings.
avanti Coach
Analysis, coach and trainer in one tool. Speech analysis (down to fine variants like Spanish vs. Peninsular Spanish), gamification, case analysis, coaching-form evaluation. First customers already live.
avanti Written Translation
Live translation of written communication directly in the browser — emails and chats are translated while agents work in their native language. Saves language groups and waiting times.
KI-FAP
AI agent assist: our customer advisors receive content support during live contact — answer suggestions, knowledge retrieval, source references. Result: shorter AHT with stable quality.
Chat and Voice Bots
Speaking bots for calls, chat bots for live chat, WhatsApp and Messenger. Routine requests run fully automated, complex cases get seamless handover to human agents.
AI isn't the end of service.
It's its best amplifier.
We don't build bots to replace people. We build bots that take routine off the table — so our 500 agents get the cases where they play to their strengths: empathy, judgment, real solutions.
What we deliver is therefore usually not "just a bot", but a hybrid setup: the machine up front for volume and speed, the human behind it for everything that's not in the script.
- Clean handovers — Bot recognizes its limits and passes the case to a human agent with full context.
- Learning systems — Agents correct bot responses, data flows back into training.
- Transparent KPIs — How many cases does the bot solve on its own? Where does it escalate? We measure, you see it.
Four steps
to a productive AI application.
From use case to live operations — no miracles, no hype promises. Just a proven sequence with measurable output from phase 2.
Use case selection
Where is AI actually worth it? We assess by volume, standardization and error cost — and say honestly if it doesn't pay off.
Pilot
Quick live test on a small engagement slice. Four to eight weeks, with clear KPIs and before/after comparison.
Scale
If the pilot delivers: roll-out across all relevant engagements and locations. With agent training on the hybrid setup.
Operate
Ongoing monitoring, model tuning, new training data. AI isn't a project end, it's a continuous operations component.
What our clients
value about our AI practice.
Three voices — one on AI implementation directly, two on our operational style. Both aspects belong together for AI projects.
AI is a tool.
Here is the toolkit.
AI works best when embedded in a real service organization. Three follow-up topics that make AI projects truly complete.
Customer Service
500 employees · 4 locationsThe human half of our human-machine setup. Operations first, then AI.
Learn more → ConsultingCX Consulting
Operations audits & roadmapsWhen AI doesn't solve the problem but operations do. We advise honestly about what works.
Learn more → LocationPrishtina
Kosovo · AI centerWhere the AI applications are built. Multilingual nearshore hub with a tech focus.
View location →Straight to the application?
Send us your use case or your idea, and one of the two will personally get back to you within 24 hours — happy to start with an honest first assessment.
Send inquiry →
Both are directly available for your inquiries.