DESCRIPTION
Recording calls and manual documentation on telephone customer service lines takes significant time away from staff. Note-taking is often inaccurate, important information can be lost, and retrieval can be cumbersome. This slows down problem-solving, deteriorates the customer experience, and increases the administrative burden.
PROBLEM
The colleagues spent 2 hours a week documenting customer service calls afterwards. The process was monotonous and full of potential errors. Retrieving calls took a lot of time, and there were often delays in addressing customer issues.
SOLUTION
We have introduced an AI-based transcription system that creates accurate text transcriptions of telephone conversations in real time. The transcripts are automatically tagged with keywords and labels, making them quickly searchable. The data can also be uploaded to a CRM system, ensuring that all customer communications are documented and transparent.
RESULT
Saving 2 hours a week equates to 104 working hours a year. This resulted in savings of 468,000 HUF, while customer service documentation became faster and more accurate. The efficiency of customer service has measurably improved.
