Text Summarisation
There are numerous benefits that a customer service organisation can derive from being able to summarise contact transcripts using natural language processing (NLP) techniques including:
- Improved efficiency: Summarising contact transcripts can help customer service organisations process and analyse large volumes of text data more efficiently, as it allows them to quickly extract the key points and main themes from the transcripts.
- Enhanced customer understanding: Summarising contact transcripts can help customer service organisations better understand the needs and concerns of their customers, as it allows them to identify patterns and trends in the feedback and inquiries they receive.
- Improved decision-making: By summarising contact transcripts, customer service organisations can gain insights into the types of issues and problems that are most commonly reported by their customers, which can inform decision-making around resource allocation and product development.
- Enhanced customer experience: By providing customers with concise summaries of their interactions with customer service, organisations can improve the overall customer experience and demonstrate their commitment to meeting customer needs.
- Reduced cost: Summarising contact transcripts can help customer service organisations reduce the time and resources required to process and analyse large volumes of text data, which can lead to cost savings. This could include reductions in AHT as advisors are no longer asked to spent time creating a contact summary as part of a “call wrap”
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