Automated agent summaries - AutoSummary

Contact center agents who are required to manually summarize customer interactions often struggle to accurately and consistently capture the most important information about each interaction. Just spending on average one minute per summary, and then multiplied over millions of interactions, is not only time-consuming, but costly to an organization.

Agents either place customers on hold to complete the summary, causing customer frustration and increasing the Average Handle Time (AHT), or they devote time after the interactions which is measured as After Contact Work (ACW), when they could be focusing on more value-driven tasks. If the most important facts about an interaction are missed or omitted, your organization is missing the opportunity to deliver a seamless experience. Additionally, poor notes mean the next agent needs to ask the customer to repeat information that was previously provided.

Based on purpose-built CX AI models and generative AI technology, Enlighten AutoSummary accurately automates agent notetaking for every interaction – both digital and voice. The solution reduces costs, improves the agent experience and their productivity, and provides relevant information to the next agent, enabling seamless customer experiences.

Anyone can use a language model to generate a summary from a transcript, but Enlighten AutoSummary uses a combination of our proprietary, industry specific, purpose-built CX AI models and generative AI technology to deliver the most accurate and trusted summary. Every interaction captures key intents, actions, outcomes, and sentiments. Large language models then generate a summary that is optimized for actionable insights.

Additionally, it provides immediate value to customers because it is delivered out-of-the-box and it is part of CXone Agent which also supports any CRM. There are also many customization options so that each organization can determine the type of survey they want along including specific information about their business.

Finally, analysts can monitor and track trends on all intents, actions and outcomes by any number of metrics such silence, sentiment, number of interactions, handle time and more.

Calculating the cost saving of manual notetaking is straight forward. It is determined by the amount of time that is saved in After Contact Work or Average handle time (AHT) (if agents place the customer on hold to take notes). There are several inputs that go into this calculation that you will need to estimate such as the number of agents that are taking manual notes, the number of interactions they are summarizing per day and per year, the average time spent in after contact work (ACW) or average handle time (AHT) taking notes, and the annual hourly fully loaded wage of your agents. NICE can help you calculate the cost saving as well as the ROI of automating notes with Enlighten AutoSummary.

Generic generative AI (LLM) technology are built on internet data that is not specific to CX. As a result, they lack the precision to extract exactly the data you need on each interaction, leaving you with questions about your summary. Enlighten AutoSummary uses proprietary, industry specific CX AI models to remove irrelevant content and deliver more accurate and relevant summarizations. These models identify intents, actions, outcomes, and customer sentiment. This structured automated summary data is then processed using generative AI technology and delivered in a summary format that is optimized for action.

For deeper insights into why customers are contacting you, NICE Interaction Analytics reports on the Intents, Actions, Outcomes and Sentiment generated from Enlighten AutoSummary. For example, in Interaction Analytics, you can identify the top intents of calls and correlate it to other metrics such as positive and negative sentiment associated with the intent, non-talk time (silence), average duration, total interactions, and the outcomes. Customer contact intent trends can be monitored over a specified date range and you have the ability to drill down from the Intent Category, to the Topic level or even the individual Intent interaction.

Additionally, these out-of-the-box Enlighten models eliminates the need for customized query (analytics category) building, reducing both the time and resources needed to maintain an analytics program.

Enlighten AutoSummary is Software as a Service (SaaS). There are minimal implementation fees. And, because Enlighten AutoSummary is cloud-based, there is no hardware or software to procure, deploy, or maintain. It works natively with CXone Agent and any CRM.

The information is provided within 2-10 seconds after the interaction has ended. It is made available for the next agent from a transferred call, so the customer doesn’t have to repeat themselves.