In the modern customer service landscape, call centers face the daunting challenge of managing thousands of calls every day. 

This high volume often leads to inefficiencies, particularly in the manual recording and summarization of customer calls, and inaccuracies, resulting in lengthy, hard-to-read call logs which hinder the ability of customer service representatives to deliver swift and effective customer service. 

Such issues degrade the customer experience and are time-consuming for staff, straining resources and impacting overall operational efficiency. 

HOW CAN WE HELP?  

Capco has helped our clients design and pilot an advanced transcription and summarisation workflow that enables call center staff to focus on customers rather than on making notes. The tool offers the following benefits:

Transcription & Summarization

The audio file is transcribed, with each speaker identified, and the transcription is automatically summarized for key talking points, issues and actions. The transcription and summary are available in a list of all previous calls for easy recall and review.

Sentiment & Vulnerability Analysis

Our tool analyzes and scores customer calls for overall sentiment, and also analyzes transcript for trigger words, phrases and the underlying meaning of sections of text in order to highlight potential vulnerabilities. 

Reporting & Analytics

Call scores and metrics can be analyzed over time to highlight trends and actionable insights. 

Document Store Integration

The tool can integrate internal document stores to generate relevant products or guidance, enabling more intelligent action prompting.

OVERVIEW

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