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Calabrio's AI Summarizes Calls, Improves Agent Performance

By Greg Tavarez April 05, 2024

Call summaries and documentation are a time-consuming (but still crucial) aspect of many agent roles. Agents dedicate many hours to capturing key details from customer interactions. These records serve multiple purposes, including providing a clear reference point for future interactions with the same client.

Why? To ensure accurate tracking of issues or requests and offer valuable data for performance analysis and training improvements.

But here's why it's a problem.

Extensive documentation cuts into the time agents can spend actively resolving customer issues. With less time for direct interaction, customers may experience longer wait times to reach a representative. Both longer wait times and less agent time dedicated to each interaction can negatively impact customer satisfaction.

With Calabrio’s new Interaction Summary feature, AI-based technology creates uniform and unbiased summaries for each interaction to save time and enhance productivity, while ensuring consistency for logging and references.

Calabrio maximizes agent performance, exceeds customer expectations and boosts workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching.

Available as an add-on, the Interaction Summary feature summarizes communications between contact center agents and customers to improve the customer experience, optimize productivity and save costs.

With Calabrio’s Interaction Summary feature, contact centers can reduce or eliminate after-call work time by summarizing every customer interaction for each agent automatically. Contact centers also can automatically export summaries to any CRM-system via an open API.

In a real-world test, AAA Northeast, an early adopter of Calabrio's Interaction Summary, lauded the time-saving benefits of the add-on.

Natoya James, Quality Assurance Manager at AAA Northeast, says it generates unbiased summaries with helpful details, boosting the team's overall productivity. So, by eliminating the need for manual notetaking and call review, this feature saves around 5-6 minutes per call.

“Calabrio is leading the way in creating industry standards and improving agent and contact center efficiency,” said Joel Martins, interim CEO and Chief Technology Officer, Calabrio. “Our recent acquisition of Wysdom accelerated our ability to help customers leverage AI and ML to maximize agent engagement, productivity and ROI. And the Interaction Summary feature is the start of our next-gen series of features.”

Calabrio’s Interaction Summary feature is one of several planned additions to expand the company’s GenAI capabilities. Calabrio will continue to add next-gen functions to improve agent and call center quality in the next few years.

Edited by Alex Passett
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