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GenAI-Powered Customer Support Efficiency Platform

sphereinc.com

Health & Fitness

Time Management & Agent Efficiency

Customer service agents at Global Health Solutions Inc. spend a significant amount of time summarizing customer calls within the CRM system, diverting attention from direct customer engagement and impacting overall efficiency. This manual process is time-consuming and prone to inconsistencies.

About the Client

A leading global health company providing a range of healthcare services.

Project Objectives

Reduce customer call summarization time by 60%.
Increase agent productivity by enabling them to handle 40% more customer interactions daily.
Improve the accuracy of call summaries to enhance customer record reliability.
Enhance overall customer satisfaction through faster and more accurate service delivery.
Achieve a 20% reduction in operational costs associated with manual call summarization.

Functional Requirements

Automated call summarization using GenAI.
Key information extraction (e.g., issues, resolutions, sentiment).
Integration with existing CRM system.
User-friendly interface for agents to review and edit summaries.
Reporting and analytics on summarization performance.

Preferred Technologies

Generative AI models (e.g., Large Language Models).

Cloud-based platform (e.g., AWS, Azure, GCP).

API integration for CRM system.

Natural Language Processing (NLP) libraries.

Integrations Required

Existing CRM system (specify the system name).

Key Non-Functional Requirements

High accuracy and reliability of summarization.
Scalability to handle a large volume of call data.
Data security and privacy compliance.
Low latency for real-time summarization.

Estimated Business Impact

The implementation of this GenAI-powered platform is expected to significantly improve operational efficiency, reduce costs, and enhance customer satisfaction. By automating the time-consuming task of call summarization, agents can focus on providing better customer service, leading to increased productivity and a more positive customer experience. The accuracy improvements will also contribute to more reliable customer records and better decision-making.