Large call archives—PBX exports, compliance recordings, field service lines—hold operational data that never reaches CRMs or QA systems. Transcripts alone are hard to report on. Teams need structured outcomes: caller intent, account identifiers, disposition codes, promised follow-ups, and compliance flags—aligned to the same JSON Schema discipline used for PDF workflows.
PaperIQ ingests audio-centric workflows alongside visually rich PDFs. Define schema for what you need from each call: agent ID, customer reference, issue category, resolution summary fields, escalation flags, and timestamps. Multi-modal and speech-to-text paths produce records validated during generation where configured—not unstructured paragraphs buried in a folder. Tenant isolation applies to recordings and extracted records the same way as document jobs. Bring-your-own-model options support environments that cannot send audio to public APIs. Related pillar: Multi-Modal Extraction vs Traditional OCR explains when layout-aware and audio paths outperform text-only pipelines.
• Call metadata (date, duration, direction, queue or campaign) • Agent or extension identifier • Customer or account reference when spoken or on screen • Issue category and subcategory (schema enums) • Resolution status and follow-up action required • Compliance or quality flags (recording disclosure acknowledged, etc.) • Short structured summary fields for CRM notes—not full verbatim transcript unless in scope Separate verbatim transcript storage from structured disposition records when your policy requires it.
Validated JSON exports to QA dashboards, CRM note fields, or data warehouses. MCP tools can open tickets, update customer records, or trigger coaching workflows after human review of flagged calls. Pair extraction with RAG and citations when teams need to search processed call corpora with grounded answers—see the RAG with Citations pillar guide.
1. Sample 30–50 recordings across accents, hold music, and call types. 2. Define schema with ops and compliance—separate PII handling policy from field definitions. 3. Measure schema pass rate and review false positives on disposition enums. 4. Pilot export-only; enable MCP after QA approves field accuracy. Start at registration for a tenant-scoped evaluation on your archive subset.
Does PaperIQ replace our PBX or contact center platform?
No. PaperIQ processes recordings you export or ingest and produces structured outputs. Telephony platforms remain the source of calls.
Can we keep audio processing on-premises?
PaperIQ supports bring-your-own-model paths including local Ollama for teams with data residency requirements. Confirm your deployment configuration with Pomsoft for enterprise setups.
How is call extraction different from generic transcription?
Transcription produces text. Schema-validated extraction produces typed records—enums, dates, required disposition codes—ready for CRM and reporting without a second formatting pass.