The decision to incorporate AI into contact center operations is no longer a question of if, but how. Among the myriad options available, starting with a modern transcription + summarization solution can be the perfect way to begin. This approach not only delivers immediate benefits and ROI but also lays a solid foundation for a comprehensive AI journey.
By prioritizing a transcription and summary and a starting point in your AI journey, you do three things in parallel:
- You lay the foundation with transcription for all generative AI capabilities that follow. The bottom line is you cannot augment agents or automate interactions without real-time transcription, and the better the accuracy and speed of response, the stronger the foundation for future expansion in AI.
- Boost both efficiency and quality of service – these solutions will lower costs and increase the quality of service by eliminating the need for agents to type on their keyboards so they can focus on their customers instead.
- Get rich insights by mining every word of every conversation to deeply understand why customers are contacting you, how each call was resolved, and where you need to improve, automate, or enhance your customer experience.
The right transcription and summarization technology can deliver:
Automated Summaries: Big Benefits Across the Board
Generative AI summary solutions offer a multitude of advantages that can transform your contact center business operations. They significantly reduce Average Handling Time (AHT) by eliminating the need for agent notes or manual summaries, which means more customers getting what they want more quickly. By swiftly identifying and conveying the essence of customer interactions or business data, these solutions enhance customer satisfaction and empower agents with the insights they need to quickly solve customer issues. Also, by eliminating the need for manual note-taking, agents are able to focus more fully on helping the customer.
Customer interaction summaries bring to the surface key customer data that might otherwise remain buried in the depths of unstructured information. The scalability of generative AI summaries means that no matter the volume of data, the quality and speed of summaries remain consistent, ensuring that your contact center can handle growth without compromising on service quality.
Quick and Easy Implementation
One of the standout features of generative AI summary solutions is their ease of integration. The most advanced solutions are almost turn-key, requiring minimal effort to implement into existing systems. This quick setup time means that contact centers can start reaping the benefits almost immediately. Summaries can also function as standalone solutions if needed, providing flexibility for businesses to adopt AI in a way that best suits their current needs. Yet, our experience shows that maximizing the value of summaries requires a high-quality transcription solution operating in sync.
The Importance of High-Quality Transcriptions
There is one key capability to have in place that will be necessary to drive good summaries and most other technology solutions that you are looking to implement – good transcription. While we aren’t going to dive too deeply into the reasons for a transcription solution, know that it is table stakes.
The good news is that you can most likely bundle your transcription with your summary implementation. However, you should know that not all transcription solutions are capable of delivering the foundation that you need to build out not only good summaries, but the rest of your CX technology stack.
As you evaluate either your existing transcription solution or begin your search for a new one, keep the following key capabilities in mind:
High accuracy– Most transcriptions get the easy stuff right and can capture over 80% of single words and phrases, but what is left over is the most complex and critical information. Make sure your transcription solution can track not only exactly what was said but also who said it.
- Low-latency – Transcriptions can help both during and after the call. From your agents being able to see exactly what was said as it’s being said, thus clearing up confusion or accounting for different accents, to being able to use that real-time data in other AI solutions like agent augmentation tools, low latency transcription is essential.
- Customization capabilities – Every business is different, and needs can change over time. Make sure your solution allows for the customization that you will need now and in the future. Transcription is the foundation of much of your CX technology stack, so you are going to need a solution that won’t need to be replaced.
You may have a data swamp of all of your past interactions. A modern transcription + summarization solution will turn that data swamp into an asset.
Summaries + Transcription: A Foundation of Intelligence
Taking your AI journey seriously involves more than just implementing isolated solutions; it requires building a structured, data-driven foundation. The right generative AI transcription + summary solution does exactly that. By structuring data from the get-go, you ensure that subsequent AI solutions have a solid base to build upon. This enhances the efficiency and effectiveness of future AI implementations and provides valuable insights that can guide strategic decisions about which areas, issues, or value drivers to focus on next—shaping a tailored AI solution strategy that aligns with business goals.
Infinite Scalability and Improved Quality
The scalability of generative AI transcription + summary solutions cannot be overstated. As businesses grow, the volume of data that needs to be processed increases exponentially. Having the right solution positions contact centers to handle this growth, regardless of the volume. This means that businesses can scale without worrying about diminishing the quality of their customer interactions or the insights derived from their data. Furthermore, the continuous improvement algorithms inherent in generative AI solutions ensure that the quality of data improves over time, providing increasingly accurate and relevant insights.
A Quick Path to Value
Implementing a generative AI transcription + summary solution offers a swift path to realizing tangible value. By reducing AHT and improving customer satisfaction, businesses can see immediate improvements in operational efficiency and customer experiences. The empowerment of agents with key insights and the surfacing of crucial business data can drive informed decision-making and strategic planning. The quick implementation time and the potential for standalone operation make generative AI summaries a low-risk, high-reward starting point for any contact center looking for a quick start to its AI journey.
Building Your AI Solution Strategy
The insights gained from a modern transcription + summary solution are invaluable in shaping your broader AI strategy. They provide a blueprint for identifying which areas of your business can benefit most from AI, helping to prioritize future projects. This strategic approach ensures that each step of your AI journey is aligned with your business objectives, maximizing the return on your AI investments.
Starting your AI journey with a summary solution is not just a strategic choice; it’s a foundational one. It offers immediate benefits, sets the stage for a structured data environment, and paves the way for a tailored, strategic integration of further AI solutions. By prioritizing a generative AI transcription + summary solution, you’re not just implementing a tool; you’re laying the groundwork for a comprehensive, intelligent, and scalable AI framework that will drive your desired customer experiences.
About us: ASAPP AutoTranscribe + AutoSummary
ASAPP’s AutoTranscribe and AutoSummary solutions are the first step to enhancing your AI CX strategy with unmatched precision and customization. AutoTranscribe offers real-time, accurate transcription tailored to your needs, while AutoSummary delivers fast, detailed summaries focused on key topics or entities, ensuring vital insights are captured efficiently. Together, they provide a seamless, integrated experience, from data aggregation visualized through intuitive dashboards to robust data enrichment for deeper analysis. By incorporating AutoTranscribe and AutoSummary, ASAPP not only streamlines your operational processes but also unlocks new levels of insight and efficiency, making it the go-to choice for contact centers aiming to leverage the full potential of their customer interactions.
Free resource: The Buyer’s Guide to CX Transcription and Summarization Solutions.
If you are sold on the need for automated transcription and summarization in your CX organization, then you need to know what to look for (and what to look out for) when evaluating solutions. Just “good enough” isn’t good enough when you are setting the foundation of intelligence for your CX organization.
This guide will help you understand the features and capabilities you need to keep in mind when evaluating solutions and the reasons why they are mission-critical for your organization. Read on to ensure you aren’t adding to your technical debt and that you are building a solid foundation for your AI journey with the right solutions.
Author: Lane Hartman, Director, Content and Customer Marketing, ASAPP
ASAPP is an artificial intelligence cloud provider committed to solving how enterprises and their customers engage with industry-defining generative AI technology and solutions.
