AI discount-discipline control in sales calls

The problem

Sales reps compete for closing the deal. When a client hesitates — the easiest move is to say «I'll give you a 5% discount». Sales discipline gradually erodes: the rep decides to give the discount themselves, without asking the head of sales. Across hundreds of calls a day, the head of sales has no chance to listen to all of them to figure out who's really fighting for margin and who's giving it away at the first sign of client resistance.

Before

• Discounts are the main lever for persuading hesitant clients — and the only one that takes minimal effort from the rep.
• Reps grant discounts on their own — formally not allowed, in practice impossible to verify.
• Spot-checks of 5–10 calls per week out of hundreds — never catch a single volunteered discount, except by accident.
• By month-end the head of sales sees average order value and margin sag, but can't name the cause by person.
• A conversation with a rep — «I heard you gave a discount» — runs into «I don't remember exactly how it went».

What we built

• The system automatically pulls every completed call from Bitrix24 and feeds it to AI.
• AI listens to the conversation and figures out:
  • Who initiated the discount — did the client ask or did the rep volunteer it.
  • Size of the discount discussed (% or amount).
  • Context — at which point of the conversation, what the client said immediately before.
• If AI sees «the rep volunteered a discount, the client didn't ask» — within a minute an alert lands in Telegram for the head of sales with:
  • rep's name and client;
  • the phrase the rep used to open the discount topic;
  • size of the offered discount;
  • a link to the full transcript and the audio recording.
• The head of sales sees the context in a minute and decides: have a talk with the rep, did the client deserve the discount, or run a preventive talk with the whole team.

Results

• 100% of calls under review, no sampling.
• An alert about a suspicious discount reaches the head of sales within a minute after the call ends.
• An objective «volunteered discounts» metric per rep emerged — week-to-week and month-to-month dynamics.
• The head of sales comes to the conversation with the rep not with «I heard», but with a quote and a recording.
• Team discipline restored within a month: reps know every call is reviewed, and a volunteered discount turns into a chat with the head of sales.