Use Generative AI to Automate After Call Summarization

Generative AI refers to AI models, such as ChatGPT, that are trained on existing data sets to intelligently understand language and then create new content. Generative AI is very useful for automating many mundane tasks such as after-call work — reducing handle time, increasing agent capacity, and improving CX. The Wrap Up Bot uses generative AI to automatically generate an accurate conversation summary.

Using industry-leading Verint Da Vinci Real-Time Transcription API Service,™ the Interaction Wrap Up Bot turns the audio of an agent and customer’s interaction into a highly accurate transcript and then uses generative AI to quickly produce a summary of the conversation. This summary is automatically delivered to your system of record in a matter of seconds.

The manual call summaries that agents are required to complete in many call centers, take considerable after-call time and these call notes may often be prone to errors and inconsistency. The Interaction Wrap Up Bot uses generative AI to automatically summarize the essential information of the interaction to generate a consistent, accurate, and secure summary.

After call work, manually creating post interaction summaries, is both time-consuming and tedious work — requiring the agent to remember the various aspects of the conversation and accurately and succinctly document them before moving on to the next, often more important tasks such as helping other customers. The Interaction Wrap Up Bot AI automatically creates call summary that provides key points in a consistent, accurate, and secure summary of the interaction upon its completion. Agents can then move on to tasks that provide them with more job satisfaction while providing their organization with valuable insights into each customer interaction.