Writing up summaries after or during each call takes time, drives up Average Handle Time (AHT), and leaves customers frustrated when details are missed or repeated. We believe the focus should always remain on the customer, not on admin.
That’s why we recommend our customers use AI-driven AutoSummary, alongside other innovative features like call auto-routing to the last agent spoken to, video appointments for more personal service, and call segmentation based on purpose.
Why manual notetaking hurts everyone
Manual notes are time-consuming, costly, and often inaccurate. Agents sometimes put callers on hold just to catch up, which directly increases AHT and impacts customer experience.
It’s no surprise that:
- 84% of agents say their desktop tools aren’t helpful in resolving queries
- 53% of agents who feel stressed at work say they’re likely to leave their job in the next six months
- 69% of customers would leave a brand after having to repeat their issue again and again
When customers face delays and repetition, not only do they start to look elsewhere, but you agents feel burdened by admin tasks, no one wins. That could even result in losing your top talent to other businesses – even competitors!
AI in action: The case for AutoSummary
Contact Centres are already turning to AI to solve these challenges. In fact, 52% of businesses say they’re either currently using AI or planning to implement it, and 95% cite improving agent systems, tools and resources as a top AI priority.
AutoSummary eliminates manual notetaking by capturing customer intents, actions, outcomes, and sentiment in real time. The result is a richer, more complete call narrative that ensures smooth handovers and more consistent experiences.
Instead of shorthand notes like:
“CX James Smith / concerned about missing pymnt / researched / no record / prms cb”
Agents now see:
“Mr. James Smith last contact about Billing: Missing Payment was 7 days ago, had negative sentiment, and was not resolved. He was offered and declined a bill credit and was given a promised callback.”
This ensures the next agent has the full context from the moment they pick up the call, can pre-empt any frustrations and get right down to solving the issue at hand without being half in the call and half taking notes.
Don’t take our word for it
When we look to transform a Contact Centre, we look at everything and find innovative ways, from intelligent routing to video-enabled appointments, to enhance the customer experience.
Still not convinced? Check out what Dan Rafferty, Chief Technical Officer at Purple Bricks, had to say about working with the Future Voice team:
“We are so grateful for the excellent work that Future Voice have done with us on our journey through changing contact channel platforms and then continuing to improve beyond… having a trusted, knowledgeable partner like Future Voice has been invaluable in giving us that assurance.”
The Payoff: More time for customers
The ROI is clear. By eliminating just one minute of after-call notetaking for a 500-agent contact centre handling 18,000 interactions per year, businesses could save approximately £10 million annually.
But the impact goes beyond efficiency:
- 3.7x higher customer satisfaction scores when notetaking is automated
- Less “dead air” during calls, keeping customers engaged
- Happier agents who can focus on conversations, not admin
But automated notetaking doesn’t just cut costs, it improves the agent and customer experience simultaneously.
With accurate summaries at their fingertips, agents feel supported, and customers don’t need to repeat themselves. No wonder auto-summarisation ranks among the top five goals for Contact Centre leaders investing in AI.
Combined with features like call segmentation and auto-routing, AutoSummary makes every interaction easier and more efficient for your team, giving them more time and brain-space to offer a personal and memorable service to your customers.
The message is simple: let AI handle the notes and repetitive admin, while your people focus on what really matters; building stronger, lasting customer relationships.
Interested? Simply book a call with our team and we’ll get into how your Contact Centre can adopt AI with little disruption and maximum impact on the Customer Experience.