Customer service interactions are changing rapidly, and businesses turn to automation tools trying to improve efficiency and customer satisfaction. There are a variety of automation options that are being tested and tried, some with impressive results. The innovation of using automatic summaries for conversations can prove to be a game changer for both customers and agents. Automatic summaries can assist in streamlining communication and offer many benefits for everyone who’s involved. Join us in exploring the benefits of automatic summaries for customers and agents.
Benefits of automatic summaries for customers
- No need to repeat themselves
You may recognise that having to repeat your concerns, especially if you have already explained everything in a previous conversation, can be one of the biggest causes of frustration for customers. Automatic summaries eliminate this issue by keeping a detailed, structured, and easily accessible record of past interactions. When an agent can look at a concise, well-organised summary, they immediately understand the customer’s needs without any repetitive explanations by the customer. This creates a much smoother and more satisfying customer experience.
- A personal touch
Even though automation is used increasingly in customer service as well as people’s everyday lives, customers still long for a personalised approach in their interactions. With automatic summaries, agents can quickly refer back to previous conversation. They can easily address concerns that may have previously been raised by the customer. This makes the customer feel heard, valued and remembered. When an agent follows up on an unresolved issue, or checks to ensure an issue is indeed solved, it builds trust. This also strengthens the relationship, making sure that every customer knows that they matter.
- Shorter waiting times
With quick access to well-put-together summaries, agents can resolve issues faster. This reduces the time customers spend waiting on hold or repeating their issues. Since agents are well-prepared with background information, the need for lengthy conversations is minimised. With the agents’ after-call work (ACW) time reduced and resolutions to issues fast-tracked, it leads to shorter waiting times, resulting in a more efficient and pleasant customer experience.
- Agents’ full focus
With no need to take notes manually or look through notes of different formats and quality during the call, agents can give their full attention to the customer. This heightened focus ensures that customers feel truly heard and understood, adding to the overall quality of the conversation. A fully engaged agent is more empathetic and responsive to customer needs, which helps to ensure a positive outcome.
Benefits for customer service agents
- Streamlined onboarding
When new agents join the company, the amount of information they need to absorb can be overwhelming. Automatic summaries help to simplify the onboarding process by removing the need to learn to take manual notes during calls. Instead of memorising every detail or taking notes while trying to remain engaged with the customer, agents can rely on AI to generate well-structured summaries. This cuts down on training time and enables new hires to start handling calls with confidence much sooner.
- Ease of reading summaries
Manually written notes vary in style, format, and level of detail, and depend on individual capabilities of recall and attention to detail, leading to possible confusion when trying to understand the customer’s history. Automatic summaries are consistent in format and standardised, making them easy to read and comprehend. Agents can quickly glance at the summaries and scan the relevant information, while remaining focused on resolving the issue at hand and not getting slowed down by inconsistencies in the notes.
- Full focus on the call
Automatic summaries help agents to engage fully with customers, and free them from the distractions of multitasking. With the need to take notes during the call removed, agents can stay fully focused on the conversation. This centred focus improves their ability to listen carefully, respond thoughtfully, and provide more effective solutions.
- No manual notetaking
Repetitive manual tasks like notetaking during a call can be stressful and time-consuming, especially if the agent is handling complex cases. By leveraging automatic summaries, agents are freed from this burden and maintain a higher level of concentration. This leads to more effective communication and helps reduce the mental load on agents during high-pressure calls.
- Recharge and refocus time
One significant benefit automatic summaries provide is freeing up time after each call. Agents no longer need to spend time on writing post-call notes or completing after-call work (ACW). Instead, they can use these minutes to recharge and mentally prepare for the next customer interaction. This brief downtime is essential for maintaining high levels of energy and focus throughout the day, preventing possible burnout and improving overall job satisfaction.
- Less after-call work (ACW)
With less time spent on ACW, more of the agents’ time is available for live customer interactions. This increases the availability of agents, reducing the need for customers to wait in long queues. When more agents are ready to take calls, there is also less pressure on individual agents to manage a heavy call volume. This leads to a more balanced and sustainable workload for the entire team, benefitting both customers and agents.
It’s a win-win situation
The benefits that the implementation of automatic summaries offers for both customers and agents are undeniable and significant. Customers benefit from faster, more personalised service, while agents can focus on delivering high-quality service without the burden of manual notetaking.
This automated approach also improves agent efficiency, reduces ACW, and speeds up the onboarding of new team members.
In short, this technology creates a win-win situation for everyone involved. To find out how your business can benefit from automatic summaries, check out our product page.
