“Mr. James Smith last contact about Billing: Missing Payment was 7 days ago, had negative sentiment, and was not resolved. Mr. Smith was offered and declined a bill credit and was promised a callback.”
Armed with the relevant information and insight into caller sentiment, the agent is able to deliver a seamless, exceptional experience for the customer. And, when the call concludes, the technology automatically generates an interaction summary, freeing the agent to move immediately to the next task on her to-do list.Eliminating the Busywork Associated with Automated Call Summaries
Advances in AI are making manual agent interaction summaries a thing of the past. The latest generation of AI contact summary tools automate the notetaking process with great accuracy. Incomplete, scattered notes become a clear, concise agent summary. The results include smooth and complete interactions with customers and focused, efficient agents.Automated notetaking offers a wide range of benefits, including the ability to:- Empower agents: Agents can focus on the customer, not on tedious notetaking. Automating the interaction summary process not only improves agent productivity by eliminating busywork but also enables agents to spend more time on the human side of their job—those higher-value activities that technology can’t replicate. For an agent spending a minute per call on after-call work for an average of 55 calls per day, automated notetaking can save, on average, 30 seconds per call. That time savings adds up to approximately 3 hours (of free) time in a typical work week.
- Boost KPIs: Agents can decrease after-call work, average handle time and repeat contacts—the metrics they’re judged against every day.
- Boost EX (employee experience): Automated interaction summaries help eliminate agent frustration. Agents no longer have to search the CRM for previous summaries for past interactions and can instead benefit from easily accessible notes. Agents are happier when they have the tools they need to do their jobs, and do them well.
- Improve CX (customer experience): A recent NICE study found that the shorter call times and less dead air that good notetaking promotes can lead to significant satisfaction gains (as much as 3.7x higher CSAT). When an agent can’t understand what happened in previous interactions, they have to ask the customer to fill in the details, and one-third of customers say this is the most frustrating aspect of phone support. Removing that source of customer frustration, in turn, reduces stress that can lead to agent burnout – a key factor because customer satisfaction and agent satisfaction are inherently linked. According to Forrester, “there is no doubt that a key contributor to CX improvement is EX.”
