The Challenge
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
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.
Lena, a customer, calls her bank to transfer CHF 10,000.
While Lena is speaking, her voice is verified in real time to ensure that she is indeed the account holder.
The entire phone conversation is automatically transcribed while Lena shares the details of her transfer.
After the call, the transcript is displayed directly in Lena’s 360° customer view together with the audio recording.
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.
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.
Advantages
This automation significantly accelerates customer service processes and increases your company’s first contact resolution (FCR) rates.
Accurate speaker verification minimizes the risk of identity fraud.
Automated summaries ensure consistent and error-free data.