Review Business Phone Calls with Call Summaries
The AI-powered call summary feature automatically summarizes your inbound and outbound business phone calls.
Designed to save time and deliver key takeaways from customer interactions, Call Summary provides concise, AI-generated recaps of each call.
How Does Call Summary with Global Call Forwarding Work?
Call Summary is offered as part of our AI Call Insights feature which also includes call transcription and sentiment analysis.
Once AI Insights is activated, the Call Summary feature will automatically process calls and generate summaries post call. These summaries are listed in the control panel’s AI Insights dashboard.
You can also activate Call Translation to translate call transcripts into English and then generate summaries for these calls. This way, call summaries with translation enable businesses with multiple geographies to understand the contents of a call without speaking different languages.
How Can AI-Generated Call Summaries Benefit Your Teams
With Call Summary, you’ll have the ability to review call content quickly, avoid missing critical information, and determine which calls require a deeper investigation. Key benefits of this feature include:
- High-level recap of every call: No need to manually take notes or listen to lengthy call recordings. Get a swift summary to understand the contents of every call.
- Quick reviews of team and agent performance: Filter phone lines and read summaries across specific locations and departments. For example, view call activity summaries specifically for your APAC customer support center.
- Faster decision-making and resolution: Access critical insights — such as customer complaints or pending issues — leading to more optimized follow-ups.
- Closer inspection: Review summaries to identify calls that need a closer look. Then read their transcripts or listen to recordings for more information and context.
Get High-Level Visibility into Your Team’s Performance
Instead of sitting through entire recordings to assess call content and team performance, managers can now quickly access key topics callers are discussing.
AI-generated summaries are often more accurate than manual note-taking, and it means your sales and support people can better focus on the customer and their needs without any distractions.
When paired with sentiment analysis, you can determine your best, high-performing agents. Then take a deeper dive with call recording and transcriptions and use these to coach new agents.
Summaries and transcripts further encourage agents to pay closer attention to how they conduct themselves on calls.
Use summaries to identify critical patterns such as features discussed, competitors mentioned, common objections, etc. which can be passed on to other departments.
With call summary, you can save time on manual tasks while improving the efficiency and productivity of your customer-facing teams.
Improve Business Operations and Productivity
Agents can spend less time logging notes and pay more attention to customers during calls. Improved focus on the task and conversation at hand can lead to better results and outcomes.
They can even look back on summaries, transcripts, and recordings to reference earlier conversations or identify common patterns in their calls.
Turn Conversations into Actionable Insights
Our AI-powered Call Summary feature listens, processes, and intelligently summarizes your conversations. This way, it can accurately provide:
Key Discussion Points – Overview of the main topics covered.
“The customer inquires about XYZ. The agent provides explanations about how the service works, charges, and commitment period. The service is expected to be activated within an hour.”
Actionable Items – Next steps and responsibilities.
“Agent Y and the customer discuss issues with service X. There are three new tickets with the issue for further investigation.”
Call Outcomes – Mentions of call progress: answered, unanswered, follow-ups needed, etc.
“Agent A from DEF called the customer at 5:25 AM to discuss their case status. However,
the customer was not available, and DEF will call back in 2 and a half hours.”
Issue Tracking – Notes on tabs on resolved and unresolved issues and track their progress for more efficient follow-ups.
“An agent calls the customer to troubleshoot an issue. The representative adjusts a setting on their end, and the issue is resolved.”
