Speaker verification and AI transcription optimize customer service processes


A 360° customer view with up-to-the-minute data following every customer call: After the automated verification of your caller, BSI starts transcribing your conversation and subsequently makes suggestions for the next best actions, allowing you to proceed efficiently and purposefully. 

automated

AI speaker verification and call transcription  

efficient

updated customer data promptly and without any human intervention  

secure

the best data quality with high data security 

The Challenge 

What are the challenges?

Manually transcribing and summarizing phone calls is time-consuming and can also result in inaccurate or inconsistent data. Incorrect speaker verifications carry the risk of disclosing sensitive customer data.  

Solutions  

The solution? It’s BSI.

BSI comes with integrated automated AI speaker verification. It verifies the identity of speakers on phone calls in real time, transcribes and summarizes the calls, attaches this data directly to a customer’s 360° view, and suggests pending to-dos and next best actions. 

Customer request

Lena, a customer, calls her bank to transfer CHF 10,000. 

Automated speaker verification

While Lena is speaking, her voice is verified in real time to ensure that she is indeed the account holder. 

Transcription of the conversation

The entire phone conversation is automatically transcribed while Lena shares the details of her transfer. 

Connection to 360° view

After the call, the transcript is displayed directly in Lena’s 360° customer view together with the audio recording. 

Automated assistant

AI immediately checks whether there are any pending to-dos or next best actions in regard to Lena, such as sending her a confirmation e-mail. 

Task completion

With assistance from the BSI Companion, your customer service rep can complete these tasks in a way that ensures that Lena’s request is taken care of quickly and smoothly. 

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Advantages 

Everyone benefits

Efficiency improvements

This automation significantly accelerates customer service processes and increases your company’s first contact resolution (FCR) rates. 

Security

Accurate speaker verification minimizes the risk of identity fraud. 

Data quality

Automated summaries ensure consistent and error-free data. 

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