Switching between tasks after hanging up the phone is quick and easy with... AI Wrap-up / AI Summary
Ever wondered why customers still have to wait on hold for so long, even though our call center agents are working constantly?
The answer is: on average, agents spend 2-5 minutes per call typing up call summaries into the CRM system, or After-Call Work (ACW) !
Wouldn’t it be great if AI could do this job for you in just “3 seconds” after hanging up?
AI Wrap-up / AI Summary What is
AI Wrap-up/AI Summary is a tool that assists with this task by using Natural Language Processing (NLP) and Generative AI to listen to (real-time transcription) or read chat conversations. The system can analyze conversations between customers and agents, extract key information, and create an easy-to-read summary of the conversation shortly after the call ends.
ProTelCall uses AI Wrap-up/AI Summary to create a summary of the key points of the conversation, broken down into points such as customer problems, solutions, sentiment, and next steps, and records this information into the CRM system. This helps free up time for agents to handle customer calls more efficiently.
“AI Wrap-up / AI Summary reduces after-call work time (ACW) by over 80%, allowing agents to attend to the next customer call more quickly!”
AI Wrap-up and AI Summary What is the difference between
These two words are often used interchangeably, but each has a different scope of function.
AI Summary
This involves using AI to summarize key points from conversations, such as
- what the customer was discussing,
- their problem or need,
- what information or actions the staff member has already taken, whether
- the problem has been resolved,
- what follow-up is required,
- and what concerns or dissatisfactions the customer expressed.
The results are typically presented in the form of short, easy-to-read text, paragraphs, or headings.
AI Wrap-up
It has a broader scope than AI Summary. In addition to generating summary messages, the AI will help manage information after the conversation ends and save it to the system, such as:
- Select a Disposition Code or problem classification label
- , specify the Contact Reason,
- categorize the problem,
- identify the relevant product or service,
- record the resolution
- , specify the case status,
- create a task list
- , suggest an urgency level
- , prepare a message for recording in the CRM or ticket,
- and send data to other systems via API.
AI Wrap-up / AI Summary work?
The AI process is designed to be smooth and secure, and is divided into four steps as follows:
Capture (Data Acquisition): The system receives data from various sources, such as telephone conversations, and converts the speech to text in real-time, or extracts data from chat channels. The AI then separates the text and arranges the events in chronological order.
Analyze
(Contextual analysis and key information extraction)AI analyzes conversation transcripts to find necessary information: the purpose of the contact, the problem, the main idea, the context, the emotions, and the customer's true needs.
Summarize
(In summary)AI groups the data and creates a structured summary based on a business-defined template.
Auto-Save
(System Entry) The summarized information will be sent directly to the CRM system (e.g., Salesforce, Zendesk) or the company database. Alternatively, a human-in-the-loop approach can be used, where a staff member reviews and corrects the summary before entering the data into the relevant system.
Assign a topic to the AI. Summarize the information according to the workflow of each department.
The template can be customized to suit each organization’s workflow based on specified topics, such as:
Customer Service Jobs
- Reason for contact,
- Customer problem,
- Investigation step,
- Solution,
- Resolution status,
- Follow-up tasks,
- Appointment date,
- Case number.
Sales
- Product of interest,
- customer needs,
- budget,
- expected decision timeline,
- decision-maker,
- objections or concerns,
- next step,
- follow-up date.
Debt collection
- Reasons for non-payment,
- amount mentioned,
- agreed payment date,
- payment method,
- agreed terms and conditions,
- risk of default,
- next follow-up.
Hospital or clinic work.
- Reason for contacting,
- relevant department or service,
- appointment date,
- required documents,
- instructions given by staff,
- forwarding tasks.
Before and after AI Wrap-up / AI Summary
| section | Manual Wrap-up | New version (AI Wrap-up) |
| Time taken to summarize | 2-5 minutes per call. | Less than 5 seconds (Real-time) |
| accuracy | Missing information might occur if the agent is tired or forgets. | 100% accurate , based on actual conversations. |
| Data standards | Everyone has a different note-taking style. | It’s the same system, easy to read, and the same in all cases. |
| Customer feelings | You’ll have to wait longer in line at the next person in the queue. | The service was faster and the queues were noticeably shorter. |
Example of an AI Wrap-up / AI Summary After the call ended.
Example dialogue
The customer called to report being unable to log in to their member account after changing mobile phones. Upon investigation, we found that the customer’s account was still linked to the old phone number. Therefore, we proceeded to verify their identity and change the phone number. The customer can now log in normally, and there are no further follow-up tasks required.
Examples of results from AI.
Contact Reason: Unable to log in to member account.
Customer Issue: Customer changed phone number and cannot receive OTP code from old number.
Action Taken: Staff checked information, verified identity, and updated new phone number.
Resolution: Customer successfully logged in and received OTP.
Case Status: Resolved.
Follow-up Required: No
Disposition Code: Account Access – Resolved
Benefits of AI Wrap-up / AI Summary
Reduce post-graduation work hours. Officials no longer need to spend minutes writing summaries every time; AI can summarize the information instantly after the conversation ends.
The records use the same standards. Manual note-taking varies depending on the experience and writing style of each staff member. AI can generate notes based on standard organizational structures and terminology.
Reducing data loss: AI can detect important issues such as appointment dates, agreements, reference numbers, or steps to follow up on that staff may forget to record after multiple ongoing conversations.
Smooth case transfer is ensured when the customer contacts back or the case is transferred. A new staff member can immediately review the summary to understand the situation, reducing the need for repeated questions and preventing customers from having to explain the same details multiple times.
The data can be further analyzed. The summarized information can be used to analyze problems, solutions, customer sentiment, and service quality, helping to improve service efficiency and refine KPIs.
From the conversation. Providing information that helps organizations make better decisions.
AI Wrap-up / AI Summary aims not only to reduce the time staff spend typing records, but also to transform conversations previously in the form of audio files or long text messages into structured data that is searchable, shareable, and analyzed.
When designed appropriately within an organization’s workflow, this function can help organizations…
- Reduce post-call workload,
- increase call readiness,
- elevate data recording standards,
- minimize loss of crucial information,
- speed up case transfer,
- provide comprehensive CRM data,
- facilitate case review for supervisors,
- and incorporate customer needs into product and service development.
It is crucial that organizations choose an AI Wrap-up/AI Summary solution that can adapt templates to actual workflows, integrate with existing CRM systems, and include appropriate data verification and security measures.
Reduce post-call time and transform every conversation into actionable information.
Let AI help you generate summaries, suggest dispositions, and prepare data for CRM or ticket management based on your organization’s workflow.
Frequently Asked Questions about AI Wrap-up / AI Summary
Can AI Wrap-up / AI Summary operate in real-time?
AI Summary can generate summaries of information both during and after a conversation (Post-contact Summary). The choice depends on the use case, system resources, and speed requirements.
Can AI Wrap-up / AI Summary replace all human personnel?
AI should not replace all human personnel, especially for tasks involving sensitive data such as monetary amounts, agreements, appointment dates, legal information, or medical data. Humans should always verify this information before recording it.
Can the system summarize in Thai?
This is possible if the Speech-to-Text and language model adequately support Thai, but it should be tested with the actual accent, terminology, and voice quality of the organization.
Can the AI Wrap-up / AI Summary automatically select a problem classification code (Disposition Code)?
AI can analyze and suggest code from conversational content, but it’s advisable to have a human review its accuracy, especially during initial deployment, before allowing the AI to handle it independently.
Can the AI Wrap-up / AI Summary integrate with your existing CRM?
Connectivity is possible if the CRM system supports API, Webhook, or Integration Interface. The mapping between the data in the Summary and the fields in the CRM should be clearly defined.
How does AI Summary differ from a Transcript?
A transcript is the complete text taken from a conversation. AI Summary is the process of organizing and condensing the key information from the transcript into an easy-to-understand format.
Does the AI Wrap-up / AI Summary need to record every call?
Depending on the system design, AI may work with streaming audio, recorded audio, or transcripts already generated by other systems. Organizations should establish recording and data storage policies in accordance with relevant requirements.
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