5 examples of AI in the contact center
Artificial intelligence (AI) has been transforming the way contact centers operate, delivering tailored customer service to customers. Read about 5 ex...
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The Team at CallMiner
December 23, 2024
Effective call summarization can make a positive difference in contact center productivity and in the way businesses assist customers. By transforming lengthy conversations into actionable summaries highlighting the most important parts of interactions, businesses can deliver top-notch customer service, provide transparency within their call systems, improve agent efficiency and productivity, and more.
In this guide, we’ll discuss the following:
A call summary collects key points from a phone call. This technique is often used in contact centers to describe the phone call, from the customer’s issue to the steps taken to resolve it to the outcome of the call.
Call summarization is important for businesses for a few reasons:
Businesses can use manual or automated tools to decrease wrap-up time in the call center; however, automated tools are quickly replacing manual tools in favor of more straightforward and less time-consuming summaries.
While agents often used manual note-taking tools, like Microsoft OneNote or Evernote, in the past, many call centers are switching to automated, AI-driven software that transcribes calls, takes notes, and summarizes key points for agents. Then, agents can edit and add to each summary themselves to provide more context or offer suggestions to help the customer in future interactions.
CallMiner’s conversation intelligence software is an excellent example of this type of AI-driven software. It listens to conversations and provides insights during and after calls to improve customer satisfaction.
Use the following strategies to summarize calls accurately and efficiently.
Real-time summarization requires conversation intelligence software to actively listen to calls and gather insights in real time. This captures pertinent information in the moment that agents can use to immediately address customer concerns or needs during a conversation. It can also come in handy should a call need to be escalated, allowing supervisors to understand what a customer needs and what an agent has already done for the customer.
Agents can also use shorthand manual notetaking techniques to summarize calls in real time, allowing them to add context to call summaries without spending extra time completing after-call work. Bullet points, abbreviations, and note coding are a few examples of helpful techniques.
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Agents and summarization software should maintain a consistent call summary format to ensure accessibility across all departments. Ensure that the sections of each summary stay in the same locations and that each summary contains the same level of detail and type of information, like call participant names, topics discussed, steps taken, and solutions offered or performed.
Call summaries should be concise and to the point, but they also need to contain ample detail so that any team member who reads them can understand exactly what happened during the conversations. Include any important information that can aid with decision-making regarding the customer or client and their needs, and include any deadlines, responsibilities, or expectations for contact center agents to meet in future interactions with the customer.
Learn more about each phone conversation, whether it’s between agents and customers or people on your teams, with concise and thorough call summarization. Real-time summarization tools like the CallMiner platform can reduce after-call summarization time while extracting valuable insights and details from every conversation.
Learn more about the AI-driven CallMiner platform and request a demo today.
A call summary should include all key points you discuss during a call with a customer, plus any resolutions you’ve also discussed. It’s also best practice to summarize the call's outcome, such as whether the customer’s problem was resolved or if additional steps may still be required for a full resolution. Keep the summary as clear and concise as possible for easy reference later.
Active listening is the best way to ensure that your call summaries include the most accurate information about a call, whether you summarize calls manually or automatically. This way, you can check all summarized information after the call to ensure that it doesn’t include any misunderstandings or unclear wording.
Automated, AI-powered contact summarization tools keep notes of a call in real time, so you can access the notes after the call. Real-time summarization provides key details, which can save you time writing a detailed summary. Use the automated summary as a base to add pertinent information and edit details for accuracy. Automating this process can save several minutes of after-call time.
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.