Gen AI use case: Automatic Call Logging
Reducing contact center after call handling time with the use of Generative AI by rapid call summary generation
We created a solution that assists support agents with logging of customer interactions by summarizing the call within 10 seconds of call ending
Challenges and opportunities
Large Dutch financial institutions, particularly in insurance, pensions, and mortgages, often grapple with the operational challenge of manual logging of queries in their call centers. This not only varies the quality of the legally required call summaries but also increases costs.
We the help of Generative AI we can streamline this process. By automatically synthesizes incoming calls into summaries within 10 seconds of hang-up, reducing the after-call workload for the agent significantly. This enables the agent to focus on their primary task – engaging the customer in a meaningful and productive conversation.
By incorporating AI across the call center operations, we aim to enhance the work experience for employees, decrease operational costs, and provide a superior, informed service for customers.
Deloitte's Solution Approach
Unfolding the Journey to Automatic Call Logging
The creation of Automated Call Logging was a substantial endeavor, but our commitment to efficiency and productivity ensured the successful integration of a system which creates swift contact case summaries. We have identified user experience and change management as crucial components, just as significant as technical implementation. The success of the implementation hinges on key factors.
By taking over administrative tasks like call summarization, ACL allows agents to dedicate their time and attention to customers. This enhances the quality of the conversation, leading to better client relationships and improved employee satisfaction
Preparation
Our initial journey involved an extensive startup phase, featuring a meticulous market scan and evaluation of multiple technologies and vendors over a year. The right speech-to-text technology and vendor were chosen through careful assessment, including live tests and simulations, ensuring a seamless implementation phase and saving precious resources.
Collaboration
The efficient rollout to over 2000 end-users across six business functions was achieved through active collaboration between our tech and business teams. By managing the project, developing the technology and integrating data all in sync, we were able to create a robust and expedient solution.
Vision
Led by the clear direction, strategy, and culture set by senior stakeholders, we deployed AI technology to enhance customer experiences, signaling the start of several initiatives on our roadmap. This long-term vision has not only garnered widespread support across multiple functions, but it has also resulted in significant savings, projected around €xM. However, this is merely the initial stage of our broader AI transformation journey, promising even more efficiency and savings in the future.
Realized benefits
Reduction in Post-Call Admin Time
Our solution automatically summarizes call details within seconds post interaction. This eliminates the time-consuming task of manual logging for agents, allowing them to move on to the next customer promptly.
Enhanced Customer Service
By providing immediate access to past interactions, the handling agent can offer a personalized service. This enhances the customer experience, as they feel understood and catered to efficiently.
Real-Time insights
The AI system offers immediate insights from the summarized calls. This means decision-makers can react swiftly to trends, issues or opportunities, enhancing strategic decisions and improving overall service quality.
Deloitte’s solution-based approach delivers high-impact, data-driven insights to clients. By combining Deloitte’s professional expertise with proprietary digital assets, we offer future-proof solutions that solve your unique challenges.
