Dialograph is a customer-interaction analytics platform developed by Soft Business Systems. It helps organizations assess service quality and understand customer conversations across phone calls, messages, online meetings, and in-person interactions. Available as a cloud service or for installation within a customer’s own IT environment, the software analyzes connected conversations at scale, helping teams move beyond manual reviews of small samples.

Dialograph converts conversations into searchable transcripts, distinguishes speakers, and generates summaries. It checks interactions against quality checklists and service standards, with scores supported by quotations and timestamps so managers can see what was said and why an issue was flagged. The platform also helps identify complaint and refusal drivers, find specific wording, group conversations by topic, and build collections of strong examples for staff training.

For online meetings in Yandex Telemost, a visible bot can join by invitation; after the meeting, users receive a transcript, summary, and list of agreements.