Long Live ChatGPT – The Secretary Has Left the Building

How to speed-up post-call work with AI-based call summary powered by ChatGPT

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The Executive Secretary Has Left the Building. Long Live ChatGPT! - CX Today News

Published: June 2, 2023

John Flood

John Flood

We’ve come a long way since the days of the 1960s secretarial pool. That’s when an executive secretary had to type at least 60 words per minute, take dictation at 100 words per minute, use a shorthand system, operate typewriters, calculators, and dictaphones – and smile throughout. 

Today We’ve Got ChatGPT

Now we’ve all become secretaries – unto ourselves.  

We’re booking our own travel, running to the post office, scheduling our own meetings and making our own coffee.  

And if you’re a contact center agent, you’re taking a lot of notes. Transcribing your calls during the call – and after the call – and trying to smile throughout. 

No ChatGPT. No Easy Day.

It’s a big ask for contact center agents to transcribe accurate call summaries manually.  

Agents listen to the completed call and take notes or take notes right after the call. Post-call notes scenarios are more common 

Fortunately, a new AI tool from MiaRec can automatically transcribe speech to text and generate summaries for contact center agents.  

The MiaRec Auto Call Summary is powered by ChatGPT, a state-of-the-art natural language processing and machine learning technology. MiaRec Auto Call Summary leverages ChatGPT to automate after-call workflows, improving agent performance. 

MiaRec Auto Call Summary works in post-call transcription to convert speech into accurate text transcriptions.  

It uses advanced speech recognition, language modelling, and contextual understanding to capture important details during customer interactions. It then summarizes the call highlights, documents the reason for the call, and notifies other agents, supervisors, or departments of the caller’s concerns or needs. 

“We’re very excited about this new feature,” said Gennadiy Bezko, MiaRec’s CEO. “Agents will no longer have to tediously read call transcripts or listen to call audio recordings to manually summarize call interactions. This task can now be automated at the click of a button.”  

Serving Up Meaningful Features

Some of the key features and benefits of MiaRec Auto Call Summary are: 

  • It saves time and money by eliminating the need for manual transcription.
  • It increases productivity by allowing agents to focus on providing quality customer service instead of taking notes.
  • It improves customer experience by enabling agents to understand customer needs and preferences better and provide personalized and efficient support.
  • it integrates with other MiaRec products, including Conversation Intelligence and Auto QM tools.

MiaRec Auto Call Summary has been implemented successfully in various contact center industries, such as healthcare, finance, retail, and more. Customers have reported positive impacts on contact center operations, such as shorter AHT (Average Hold Time), higher NPS (Net Promoter Score), and lower attrition rates. 

MiaRec Auto Call Summary is another example of how MiaRec is committed to helping their contact center customers eliminate manual processes and scale workflows with AI.  

Click here to learn more about MiaRec Auto Call Summary. 



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