Gaining deeper customer knowledge from AI-generated summaries of voice calls in contact centers

Capturing complete knowledge of the customer with AI

Customers rarely see or appreciate all the hard work that goes on in the background. Once their phone call ends with a suitable resolution, that’s it – they can forget all about it and continue with their day. And that’s how it should be. 

For customer service agents, however, the story is different.

Each call is followed by 'after call work’, in which agents have just a few minutes to note all the key details such as topics, issues, and action points, and save a summary to the CRM.

Complete summaries generated in seconds

ROGER365.io’s latest AI feature means that this process can be largely automated, reducing the stress and burden placed on agents. 

This AI tool comes ready to use, and can be triggered with a simple command. Within seconds, the AI combs through a transcript of the voice call to extract the important data. All the key topics and issues are clearly identified, along with the agreed action points or resolutions. And then it saves it automatically to your CRM or other designated resource.

Taking the pressure off customer service agents

By using this tool, agents are under less pressure between calls and the amount of time required to fulfill all tasks is reduced. When agents are under pressure, they’re more likely to make errors and omit data from voice calls. This can be because of insufficient time, or because details simply slip their mind afterwards.

But, with this tool, they don’t need to worry about it. In a few seconds, a summary of the conversation is generated and saved to the appropriate location. It’s important to be aware that this AI-powered solution for Teams Contact Centers really hinges on your call recording and transcription solution. You must activate transcription in your call recording solution for it to work. 

Also, the tool can only use the text transcript it’s provided with, so the accuracy of summaries will depend on how good your transcription solution is to begin with.

If your call recording solution supports 2-channel recording, then speakers will be assigned automatically. But, if there are multiple speakers or if a single-channel recording solution is used, then this must be assigned manually.

Fewer errors and less stress

There are clear benefits from using this plug-and-play AI tool. For one thing, it requires very little additional effort or training to start using it. This means that you can start gaining the benefits of this tool immediately.

By capturing summaries automatically, you’re not limited to the few minutes of ‘after call work’ available between calls. You can extract summaries that detail a variety of contexts and gain knowledge that would otherwise be missed due to time constraints. As a result, your knowledge of the customer is more complete, and your productivity increases too.

There are also many ways you can leverage this extracted knowledge. From generating ‘big picture’ insights that track trends over time, to understanding issues per product, service, or topic. By customizing this tool, there are myriad possibilities for generating unique value from this hidden and difficult-to-access resource.

Better customer experiences

By putting your enhanced knowledge of the customer to work, your contact center can continuously improve customer experiences. If it’s clear that you get a lot of queries about a particular issue, you’re empowered to take proactive action – for instance, by informing other customers before they get in touch. 

And if a customer asks to be updated about a topic, this can be automatically turned into the right action at the right moment. Customers will appreciate the enhanced service you can offer thanks to these insights, and this increases satisfaction and loyalty.

Solving the biggest problems for contact centers

Despite being a traditionally straightforward way to communicate and resolve queries, voice calls have distinct challenges in an era when more and more interactions are becoming digital. It’s essential that organizations can handle voice calls in the most efficient way, while also capturing all the relevant information contained in them.

Voice call transcripts are the first step in this journey. ROGER365.io’s new AI tooling takes your Teams Contact Center the rest of the way by empowering it to condense meandering voice conversations into clear topics and points of action.

And best of all, agents are unburdened from repetitive and error-prone manual summary generation, resulting in less stress and higher job satisfaction.

Want to learn more about ROGER365.io’s other AI capabilities, or how you can start optimizing customer experiences with your Teams Contact Center? Get in touch, or book your demo.

FAQs

Will AI replace customer service?

Human customer service will never be replaced by AI, but we can expect to see continued growth in the use of AI tools in customer service for the automation of numerous processes and to assist with knowledge acquisition and management.

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How is AI software used in customer service? 

AI software is used to enhance customer service by providing more rapid resolution to queries, and by infusing each interaction with better and more complete customer knowledge.  

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How is AI used in contact centers?

AI is becoming widely used in contact centers for reducing errors and increasing productivity. Some AI tools can help agents by surfacing the right resources or information at the right moment, or by automating common processes such as voice call summaries or saving data to the CRM.

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What is contact center software with AI?

The ROGER365.io Teams Contact Center is becoming best known as the contact center software for easy to use AI tools. These come ready to use, and require very little agent training to use. This means that contact centers can benefit from the best AI capabilities with the lowest threshold.

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