Republic Services operationalizes its customer focus with NiCE AI for customer satisfaction
Case Study: Telecom Leader
Telecom leader automates agent notetaking with Copilot Automated Summary
With over 4,000 agents handling over 20 million customer interactions, Telecom Leader needed a solution that would help them achieve their goals while reducing costs and improving their agents’ experience.
25%
reduction of time spent on after-call work
$1 million
annual reduction in cost of after-call work automation
Industry
Telecom
Region
North America
Company size
Enterprise
Share
INDUSTRY
Telecommunications
LOCATION
Serving customers across the U.S.
AGENTS
4,000 agents take notes
GOALS
- Orchestrate the perfect customer journey
- Provide contextual information to the next agent to ensure a seamless journey
- Optimize the complete performance
- Use summary data as part of a comprehensive analytics program to ensure that promised actions and outcomes, such as callbacks, have been scheduled
- Provide readily available agent summaries
- Save time by eliminating agent CRM searches for previous summaries from past interactions with easily accessible notes
BENEFITS
- Reduces costs
- Lowers AHT, ACW, and repeat contacts
- Eliminates source of agent frustration
- Improves agent productivity
- Increases customer satisfaction
PRODUCTS
FEATURES
- Cost savings
- Improve agent productivity
- Boost CX
- Realize immediate value
01 THE BEFORE
Before Automated Summary: Time-consuming interaction summaries
The telecom provider is driven to provide high-quality internet, mobile, TV, and voice to residential and business customers across the U.S. As a customer-focused organization, the company wants to ensure that it provides great service, efficiently, to its subscribers.
With 20 million customer calls each year and agents responsible for accurately and consistently capturing every detail—why the customer contacted the business, the outcome of the call, and the actions taken during the interaction—time spent on after-call work (ACW) added up quickly. The company wants to increase the productivity of its agents so they could take additional calls or focus on other, more value-driven tasks.
02 DESIRE TO CHANGE
Freeing agents to work more productively and focus on customers
Like most contact centers, the telecom asks agents to provide detailed summaries of each interaction. Those summaries can happen during the call, with the agent placing the customer on hold to take notes as the interaction is in progress, or after the call concludes. Both methods increase the time required of agents and can impact ACW and/or the average handle time (AHT) for each call.
Manual notetaking is not only time-consuming and expensive but can also be rife with inaccuracies. The telecom’s agents spend an average of 11 seconds after each call typing a summary of the interaction, for a total of $4.2 million spent annually on ACW. When agents’ notes are rushed or incomplete, the agent who takes a follow-up call from the same customer may have difficulty understanding their support history. They will look to the customer to fill them in on details, which almost one-third of customers say is the most frustrating aspect of phone support. When customers have to repeat themselves to a new agent who lacks the necessary context, the agent can come across as incompetent, and the customer service experience can feel depersonalized.
The telecom turned to Automated Summary to free agents from this manual task and lay the foundation for more holistic customer experience improvements. Automated Summary captures all relevant intents (customer contact reasons), actions, outcomes, and sentiment on 100% of agent interactions to quickly create more complete narratives.
“Automated Summary helps us to do more with less by improving our productivity which saves time and money.”
03 THE SOLUTION
Saying goodbye to manual agent notes
An out-of-the-box solution that includes purpose-built AI for CX models built from the most extensive interaction dataset on the market and generative AI technology, Automated Summary requires no training of models with the telecom’s own data. By tasking AI with note generation, the telecom shifts this responsibility from agents, allowing them to focus their time on meaningful conversations with customers. Automated Summary’s complements the agent role by listening along and then summarizing every interaction. The full range of intents, actions, outcomes, and sentiment are captured accurately—each and every time.
Automated Summary also enables the telecom to:
- Measure customer satisfaction with AI-based sentiment scoring.
- Identify key outcomes from AI models.
- Give agents the option to review the notes and make edits. The results can then be captured and used to continuously optimize the AI models.
04 THE BENEFITS
Delivering personalized service and increasing efficiency
Automated Summary enables the telecom to remove the act of manual notetaking from its agents’ to-do list. This allows the telecom to consistently, accurately, and automatically summarize every interaction. In addition to a 25% reduction in the time required for after-call work, the telecom realizes a wide range of benefits that includes:
- Higher productivity: Agents can now focus on the customer, not on the tedious process of taking notes.
- Reduced costs: The telecom can cut costs by reducing ACW, AHT, and repeat contacts.
- Improved CX: With comprehensive and accurate interaction summaries, agents are able to provide continuity of service, regardless of the timeline.
