The platform provides an innovative tool in the field of contact center communication analysis using AI-based technologies, allowing to perform multidimensional analysis verbal and textual communication content: from independent automatic identification of the object of address to in-depth analysis of employee compliance with multi-variant scripts and communication standards. DEERAY platform allows to: • monitor operator work in order to improve speed and quality of citizen calls processing, including analysis by subject; • determine each operator profile and automatically discover problem areas for subsequent effective training; • identify negative responses from citizens at the moment when they appear; • build a transparent employee incentive scheme; • identify information leaks in communication; • automatically identify subjects and objects of calls from citizens without creating dictionaries by Customer; • identify attitude of citizens to objects of interest by Customer; • get personalized objective analytics in real time. The platform provides extensive functionality for monitoring work quality of contact center operators, including both semantic and acoustic analysis.