This post was originally published on Fin Extra
Target Group has expanded its popular contact centre solution, implementing new functionality within its customer experience platform to summarise customer calls and drive better customer outcomes.
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The new AutoSummary functionality leverages advanced AI technology and machine learning to automate the process of summarising every customer interaction with a Target agent across voice and digital channels. By removing the need for manual note-taking, agents are able to focus entirely on the call and resolving customer issues – all while ensuring consistency, accuracy and efficiency.
Alongside greater outcomes for agents with reduced administrative burden, the solution provides better outcomes for customers too. Not only does AutoSummary help to speed up resolution times, but also improves service quality with critical information readily available and accessible to all agents in a consistent format.
The new functionality is now available through NICE CXone, the industry-leading customer experience platform used by Target. The platform enables Target to manage interactions through voice, chat, email, social media and self-service options, streamlining Target’s contact centre offering and ensuring service quality remains high.
Melanie Spencer, sales and growth lead at Target,
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