Voice Transcription added as Case comments

One of the ways we continuously improve our service and understand your needs more deeply is by using voice transcription for customer interactions.

What is Voice Transcription?

Simply put, voice transcription is the process of converting spoken words from your customer over phone calls with your support team into text. This text then becomes an additional source of data that helps us understand your interactions more thoroughly.

How does this benefit you?

• Improved Understanding: By analyzing the transcribed conversations, we gain a more complete picture of your issues, questions, and feedback. This helps us ensure we fully grasp the context of your requests, even after the call has ended.

• Faster Resolution: When our teams can quickly review the details of your past conversations in text format, it helps them get up to speed faster on your case, potentially leading to quicker solutions for you.

• Enhanced Service Quality: This additional data source allows us to identify common themes, challenges, and areas where we can improve our support processes, ultimately leading to a better overall experience for you.

• Consistency: It helps ensure that all relevant information from your voice interactions is captured and accessible, leading to more consistent and informed support.

Voice and Chat Icons on Case Cards: To give you a quick visual overview, case cards now display distinct icons if they include voice or chat conversations. This helps you identify the communication channels used for each case at a glance.

Note:

Please note that the Voice transcripts are catergorized as case comments and are displayed in the Support Hub. This indicates that sentiments will be identified from the transcripts, which will influence the scoring, specifically the Need Attention and Sentiment scores.

Next Steps:

If you have any additional inquiries regarding Voice transcriptions and more, please reach out to our support team at support@supportlogic.io.