The challenge: Call/email categorization and summarization by agents
Customer service agents spend considerable time on non-value-added activities that limits revenue generation opportunities. The average after-call work (ACW) is typically in minutes, and the majority of time is spent on coding and summarization. Sometimes agents have to review more than 600 codes (that keep changing) per interaction before coding, and this can be very confusing.
The solution: AI for automating categorization and summarization
HGS leveraged AI to automate call categorization and summarization so the process takes less than 10 seconds and saves valuable ACW time. The saved time can be used to make more calls or process more emails/ chats and thereby improve revenue. The employee experience (EX) improved significantly, as the agents avoid mundane and repetitive activities.
AWS components used
The key products used for creating the solution are Kinesis, Transcribe, and Dynamo DB.