4 game-changing benefits of AI-based transcripts and summaries in CX

If you work directly with customers, you know customer experience (CX) is at the heart of a business’s success. This is particularly the case in industries that rely on contact centers. Yet, evolving customer expectations and increasing operational pressures can leave you grappling with challenges like scaling personalization, keeping agents productive and engaged, and delivering the highest level of care. This is where AI-based transcripts and summaries can help.

AI in customer service is a hot-button topic, and there’s a wealth of information out there on how it’s changing the game. But rather than trying to boil the ocean with AI in your contact center, dipping your toe in with AI-based transcripts and summaries is an ideal first step. It’s a simple and effective way to see and demonstrate the impact of AI quickly. 

Metrigy’s recent infographic, The value of AI-based transcriptions and summarizations in CX, dives into how this feature can please your customers and agents while improving your bottom line. Let’s first take a closer look at what AI-based transcripts and summaries are. Then, we’ll dive deeper into the infographic.

AI-based transcription and summarization removes the tedious note-taking and call-logging process, lessening the load for agents and speeding up the handover process. Agents can quickly move on to the next call or get more time to work on complex interactions or personal development. Customers will appreciate their issues being documented for the next agent, avoiding the frustrating “Doom Loop” of constant repetition, which many of us are all too familiar with in our own customer experiences. 

AI is ready to spring into action in Zoom Contact Center whenever a customer interaction takes place. AI Companion, built into Zoom Contact Center, automatically generates call summaries that can be reviewed, logged, and passed to the next employee who interacts with the customer. Agents can fine-tune their service with a 360-degree customer view, helping them deliver a more personalized experience. 

Metrigy’s research shows that using these AI technologies helps agents and supervisors get more done and gives businesses rich insights that help improve the customer experience. Let's get into the numbers.

According to the data, agents who use AI-generated transcripts and summaries reduced their call time on average from 16.2 minutes to 10.4 minutes, a significant 35% time savings.

But how does this work in practice? Once the summary is generated, agents can review and clarify the details and place it in the customer’s record. The AI can then transfer the action items into tasks for the appropriate people or teams. It’s that simple. 

What can your team do with all that time they get back? One word: Upskilling. Equipping your agents with the proper knowledge and tactics to deal with complex queries means your business gets to improve its service while becoming more efficient. Everyone’s a winner.  

One of our customers, InflectionCX, is experiencing the positive impact of AI transcription firsthand. By leveraging Zoom AI Companion features like summaries and auto-transcription in Zoom Contact Center, the team has reduced after-call work by 3.5 minutes. Read more about InflectionCX’s story in our use case guide: From meh to memorable: 7 ways to create unforgettable customer experiences.

The research shows that almost half of the companies (49%) surveyed are using AI to summarize customer calls. 

Roughly the same amount (49%) use transcripts to help them contend with staffing shortages.

Here’s how AI can help with a lean team and make workloads more manageable:

• Improved understanding leads to quicker agent response with greater accuracy

AI transcripts help agents familiarize themselves with a particular customer case history, allowing them to respond confidently and clearly. This makes for more satisfied customers, helping build trust in your brand and contributing to longer-lasting loyalty. 

• Reviewing call transcripts can help agents get up to speed quickly

All customers really want is to have their issues resolved fast so they can get on with their day. AI transcripts help agents respond promptly and knowledgeably, avoiding the dreaded ‘May I put you on hold.’ 

• Transcripts help supervisors spot where additional training is needed

AI transcripts are helpful for agents and help supervisors get up to speed, too. By reviewing AI-generated transcripts, supervisors can spot recurring instances where agents might need extra support individually or across the board.

Speaking of supervisors, AI summaries can significantly improve the quality management process and enhance the training supervisors provide to their teams. 

Metrigy found that 66% of supervisors are discovering that AI summaries lead to better quality management. When it comes to agent training and coaching, 47% are enjoying improved agent training/coaching, all thanks to AI summaries.

We’ve seen these benefits play out with Zoom customers. Zoom Quality Management uses AI to detect sentiment, topics, and trends. This, plus AI-powered interaction scoring, helps surface any patterns and anomalies. As Susan Marie Shelbalin, director of quality assurance at Topaz Services, shared:

Of course, using AI in these ways wouldn’t make sense if customers weren’t feeling the positive impact. 

Metrigy found that 80% of customers would like interaction summaries for their recordkeeping. This suggests that customers want some control over their experience, and transparency may be key to building stronger relationships with them. 

AI summaries are also helping improve the experience customers receive behind the scenes. 54% of companies rely on AI summarization of open-ended feedback for VoC programs. This can save companies time in building an accurate view of customer feedback. As Robin Gareiss, CEO, principal analyst, and founder at Metrigy, noted in a recent interview with Amy Roberge, Zoom’s head of global CX solutions engineering:

“Using AI, you can get extremely accurate VoC insights. Companies doing this are running at about 85–90% accuracy. It’s a really good way to get decent data.” 

AI-driven transcription and summarization tools are no longer “nice-to-haves”; they are critical solutions that deliver tangible, measurable results. Metrigy’s data helps illustrate some of the top reasons enterprises are investing in AI in customer service to get ahead of the curve:

1. Improved efficiencies everyone can enjoy 

AI allows teams to do more with less for contact centers battling agent shortages. The 35% time savings Metrigy’s research pinpoints can help redefine workload management and response time.

2. Enhanced training and coaching that helps agents onboard and upskill

AI is not just a tool; it’s a manager’s best friend. Supervisors can pinpoint precisely where agents need additional support by analyzing call transcripts and identifying patterns. Reviewing transcripts also provides a fast track for new hires to become proficient and confident.

3. Better quality management that helps optimize service 

AI improves quality assurance. Ensuring quality becomes second nature when every customer interaction can be analyzed and summarized quickly and precisely.

4. Voice of the customer accuracy that enables continuous improvement

AI summaries extract insights from open-ended customer feedback faster than manual methods, fostering proactive decision-making that makes deeper customer connections possible.

Making the leap to AI-based transcription and summarization can be a game-changing first step in your AI journey. 

Zoom CX is an AI-first suite of contact center products that brings all your channels and communications together on one seamless platform. Our native Zoom AI Companion is built into our Zoom CX solution and generates accurate AI transcripts, summaries, and more, making your service fast, efficient, and accurate. Connect your teams, solve issues fast, and transform service, all on one integrated, secure, and scalable contact center solution that just works.

Reach out today to speak with one of our experts. They’d be happy to talk through what Zoom CX can do for your business. 

Want to hear more insights that can transform your CX strategy? Watch our conversation with Robin Gareiss, CEO of Metrigy, and Amy Roberge, head of global contact center engineering at Zoom.