Phone calls are no longer in a black box

You know what it's like. You talk on the phone and come up with a lot of good things. Things to be done, sent and feedback. Everything is crystal clear—until you hang up the conversation and something else comes in between before you have time to document.

And now what?

Did you take notes or perhaps record the conversation?

Most likely not.

This is one of the most common challenges we encounter today. We drown in conversations and when we hang up, important information often disappears.

How do we solve this?

The problem with phone calls

Phone calls today are a 'black box' which adds to that. You can usually see;

• Who or what number has called
• When the person called
• How long the conversation lasted

Then it ends. You, or your colleagues, do not know who promised what and when the feedback would occur. It's what developers call a 'black box'. We tuck something in, in this case a call, and then we get something out, in this case a rather uninteresting call log.

This usually leads to misunderstandings, missed follow-ups and ultimately dissatisfied customers. Because if we're being honest, how often do you really have time to jot down every little detail of a conversation?

What if phone calls were as easy to go back to as a chat message? What if you could scroll through the conversation, pick up details and not have to rely on your own, often somewhat selective, memory capacity?

AI-driven telephony

We wave goodbye to the black box. With automated transcribing and summarizing conversations, we create a searchable source of information which eliminates the need for manual notes and reduces the risk of subjective interpretations.

Meet Conversation Intelligence, AI-powered telephony, that gives you the creative space you need.

Here's how it works;

• Every call is recorded automatically and it doesn't matter if you're talking on your mobile or PC
• The call is transcribed in full
• The transcribed call will be summed up and available directly in the call log
• The information becomes searchable and you can easily share it

This eliminates the need for manual annotations and reduces the risk of subjective misinterpretations. Instead of relying on insecure memory images, companies can benefit from accurate transcriptions.

As if that were not enough, you can also choose to synchronize the summaries directly to your CRM. Smooth huh?

The advantages of Conversational Intelligence

• Better customer understanding: By analyzing conversations, companies can gain insight into customer needs and expectations.
• Easier follow-up: Conversations are transcribed and stored, making it easy to revisit details from previous conversations.
• Reduced risk of misunderstanding: No more guessing games about what was said when all the information is documented.
• Increased internal knowledge sharing: Identify successful communication strategies and disseminate best practices within the organization.
• Improved customer service: By learning from call analytics, companies can optimize their service and response.

Who can benefit from this?

In short? Everyone who talks on the phone. But if we're going to be a little more specific:

• Customer Service: Let go of “I think we talked about this” and “I think his name was Adam”
• Seller: Remember exactly what the customer said and customize your offer accordingly.
• Support departments: Analyze recurring questions and create smarter solutions.
• HR & Recruitment: Go back to interviews and evaluate candidates more objectively.

The new era of phone calls

Telephone calls have gone from being a volatile communication channel to a structured and analysable source of information. Welcome to the next era of business communication; an era in which data and insights are no longer confined to written media but also include the verbal interaction, which has long been one of the company's most important, but most underrated, sources of information.

So, why grope in the dark when you can have full transparency? The future is here, and it's listening.)

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