Poslovi Grada: AI visibility across the entire field operation.
An AI call-center and communication-analysis system that monitors the chain between the call center, organizers and 100+ field technicians, tracks task completion and surfaces breakdowns before they become customer problems.
We gave Poslovi Grada an AI that analyzes every layer of operational communication.
Poslovi Grada coordinates a large field-service operation: a call center receives requests, organizers dispatch the work, and more than 100 technicians execute tasks on-site. The operational risk was not the amount of work - it was the handoffs between those layers. We deployed Growww AI on the client infrastructure, integrated it with the PBX, and built a system that records and analyzes communication, tracks task completion and produces a daily report of the gaps management needs to act on.
Poslovi Grada
100+ Technicians
Client Infrastructure + PBX
AI Call Center + Communication Analysis
100+ people in the field. No scalable way to see where communication was breaking.
Poslovi Grada operates through three connected layers: the call center receives customer requests, organizers turn those requests into assignments, and field technicians execute the work and report back. Every handoff is a place where critical details can be lost.
An instruction can be incomplete. A technician can misunderstand the scope. A completed task can go unreported. An organizer can miss a follow-up. The problem is that these failures are often invisible until the customer calls back - after the operational mistake has already become a service problem.
At the scale of 100+ field technicians, manual oversight is not realistic. No manager can listen to every call, read every message and cross-check every task every day. The company needed automated visibility across the full communication chain, while keeping sensitive call recordings, task data and operational information inside its own environment.
An AI that listens to the operation and reports what matters.
We deployed the Growww AI platform on Poslovi Grada's infrastructure and integrated it with the company's PBX. The system processes calls and task-related communication across the operation - from the call center to organizers and from organizers to field technicians.
The platform combines call-center functionality with communication analysis. It records and transcribes communication, tracks whether task information was handed off clearly, checks whether work was completed and reported, and flags breakdowns for management in an end-of-day report.
PBX phone system · Call-center calls · Organizer dispatch communication · Field-technician check-ins and reports
Inbound and outbound call handling · Routing and logging · Communication recording and transcription
Communication-quality analysis · Task-completion tracking · Breakdown detection across the three organizational layers · End-of-day reporting
Deployed on Poslovi Grada's infrastructure with PBX integration. Recordings, transcripts and analysis data remain on-premise under client control.
What we built.
AI Call Center Layer
The system sits inside the existing communication flow, handling call-center operations while capturing the conversations needed for analysis. Calls are routed, logged, recorded and transcribed so operational communication becomes structured data instead of something that disappears after the call ends.
- PBX integration
- Call routing and logging
- Centralized communication history
- Inbound and outbound calls
- Recording and transcription
- Client-controlled deployment
Communication Analysis Engine
The analysis engine looks at what was actually communicated between the call center, organizers and technicians. It identifies incomplete handoffs, unclear instructions, missed follow-ups and other gaps that could prevent a task from being completed correctly.
- Call center → organizer analysis
- Communication-quality checks
- Task-context tracking
- Organizer → technician analysis
- Breakdown detection
- Flags operational risk
Task Tracking & Daily Report
At the end of each day, management receives a structured view of communication quality and task status. The report separates completed and reported work from incomplete or unreported tasks, and highlights the specific handoffs that need attention.
- Task completion tracking
- Critical breakdown flags
- Specific incident surfacing
- Completed vs. unreported tasks
- Daily communication overview
- Management-ready summary
Three layers. Every handoff analyzed.
The call center captures the request and the details needed to dispatch the work.
The system can identify whether important information was incomplete or unclear in the handoff.
The organizer communicates task scope, location and execution details to the field worker.
The field technician completes the job and is expected to report the outcome back into the chain.
The system compares the communication trail with task status and identifies what does not add up.
Breakdowns, incomplete reports and risky handoffs are summarized in the end-of-day analysis.
From reactive to proactive visibility.
Instead of discovering communication failures through customer complaints, management gets a structured view of operational gaps from the communication itself.
Growww AI gave us complete visibility across our field operations. Instead of manually reviewing hundreds of conversations, management now receives clear, actionable insights every day, allowing us to identify problems earlier and respond faster.
Co-founder & CMO
How we deployed it.
Operations audit & communication mapping
Mapped the full communication chain from call center to organizers to field technicians. Defined the points where instructions, follow-ups and task status could be lost.
Platform deployment & PBX integration
Deployed Growww AI on the client infrastructure and connected the PBX, including call routing, recording and transcription pipelines.
Call-center layer configured
Configured inbound and outbound call handling, logging and routing so operational communications could flow through the analysis pipeline.
Communication & task tracking configured
Tuned the system to identify communication gaps, track completion status and generate end-of-day reports aligned with Poslovi Grada's workflows.
Full system live with ongoing support
The system went live across the operation, including 100+ field workers, with ongoing analysis tuning and additional feature development.
Not just call-center software. Communication intelligence.
Traditional call-center software can route, log and record calls. This system goes further by analyzing the content of the communication itself: whether the task was handed off clearly, whether instructions were complete, whether the technician reported back, and where the chain broke.
That matters at the scale of a large field operation. The value is not simply having a record of what happened - it is turning hundreds of daily conversations into operational visibility that a human manager could not realistically create by listening to everything manually.
The deployment model is also central to the case study. Call recordings, transcripts, task information and analysis data remain on Poslovi Grada's own infrastructure rather than being moved into a generic external SaaS environment.
Want AI that shows you where operations are breaking?
We build communication-intelligence systems for large field operations - deployed on your infrastructure, integrated with your PBX and tuned to your workflows.
