Target Group has added artificial intelligence (AI)-powered AutoSummary to its contact centre solution, enhancing customer interactions through automation.
This feature uses advanced AI technology and machine learning to summarise each customer call, eliminating manual note-taking.
This allows agents to focus on resolving customer issues, ensuring consistency and efficiency.
The solution also improves outcomes for customers by speeding up resolution times and providing critical information in a consistent format.
AutoSummary is now available through NICE CXone, the customer experience platform used by Target to manage interactions across various channels.
Melanie Spencer (pictured), sales and growth lead at Target, said: “AutoSummary is a tremendous addition to our successful contact centre offering – leveraging AI to accurately summarise calls to deliver better outcomes across the board.
“While administrative tasks such as note-taking become a thing of the past for agents, customers experience greater satisfaction and benefit from higher service standards – either by resolving issues on the call or by generating greater customer intelligence to inform future interactions.
“With such a huge emphasis on good customer outcomes, it is great to be able to strengthen our contact centre solution and help our clients who outsource this critical service to drive new efficiencies, reduce costs and enhance their overall customer experience.”
