Your contact center serves as the vital link between your business and your customers. Every call to your contact center is an opportunity to learn more about your customers’ needs and how well you are meeting those needs. Most contact centers require their agents to summarize their conversation after every call. Call summarization is a valuable tool that helps contact centers understand and gain insights from customer calls. Additionally, accurate call summaries enhance the customer journey by eliminating the need for customers to repeat information when transferred to another agent. In this post, we explain how to use the power of generative AI to reduce the effort and improve the accuracy of creating call summaries and call dispositions. We also show how to get started quickly using the latest version of our open source solution, Live Call Analytics with Agent Assist.
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Use generative AI to increase agent productivity through automated call summarization