AI research software company ASAPP has launched a new innovation – AutoSummary – that offers contact centres automatic conversation summaries.
The solution automatically processes customer conversation summary notes and delivers insights for use in business intelligence and CRM systems.
ASAPP Chief Product Officer Rachel Knaster said: “At ASAPP, we see automation of the call summarization process as an untapped opportunity to both improve agent productivity and provide meaningful insight from every customer interaction.”
“AutoSummary automates one of the most time-consuming processes for agents, while helping managers and executives unlock a wealth of information about their customers.”
AutoSummary uses machine learning and natural language processing technology to remove the inconsistent entry of conversation summaries. Meanwhile, the solution uncovers new insights in form of structured, analytics-ready summary data.
In a post on its blog, ASAPP highlights the value of automatic summaries, suggesting that the pauses agents make to take notes in the middle of conversation negatively affect customer experiences.