Learn about AI smart notes and why they can save your business money.
User Level:
Admin
Analyst
Supervisor
AI Smart Notes
Our AI smart notes feature automates note taking for conversation intelligence users. Manual agent notes become optional, with AI handling important call insights such as deadlines, action items, open questions, and more.
Prerequisites
Conversation Intelligence package users
Calls with recording enabled
Smart Notes Settings
Admin can clarify which section blocks should be included in the smart notes breakdown. Blocks that are checked to include will be included in the AI prompt which analyzes the call transcript.
Edit Note Settings
From the dashboard, go to Account > Settings.
Select the Conversation Intelligence tab and scroll to Smart Notes.
Uncheck any sections you do not want to include.
Call Details will stay selected by default.
Save Changes.
Access Smart Notes
On a Call Detail page within Analytics or via one of our calling apps, you will be able to see the AI smart notes breakdown in addition to any notes manually added by the agent. All notes will be located in the dedicated Notes tab, with AI notes clearly marked and classified into relevant sections. Bullet points are used to avoid cluttered text blocking.
Notes Breakdown
There are 6 section blocks included in the AI Smart Notes section of the Notes tab of Call Detail.
Call Details | Significant updates and general information, such as participants on the call |
Action Items | A list of followup tasks identified within the call |
Decisions Made | A list of points that were agreed upon during the call |
Open Questions | Questions which require followup after the end of a call |
Important Dates and Deadlines | Dates and times identified in the call and the business events they are linked to |
Risks and Issues | Potential business risks or issues identified during the call |
Savings
In a traditional call center, agents spend too much valuable time manually taking notes. This means less calls per day, and higher company costs which do not translate to direct opportunities to reach clients.
Call Time
An average agent user of CloudTalk handles around 17 calls daily, with each call lasting around 2.97 minutes. 70 seconds of that time is spent manually taking notes. This means the average agent spends 19.83 minutes daily just taking call notes.
70 seconds x 17 calls = 1190 seconds or 19.83 minutes
If time spent note taking was spent making calls instead, a single agent could handle about 6 additional calls per day.
19.83 minutes / 2.97 minutes per call = 6.67 additional calls
Costs
The average hourly wage of a call center agent is $15/hr. With 19.83 minutes saved of note taking time per day, the daily savings for an average agent would be $4.96. This could translate into $1,239.58 saved yearly per agent.
$4.96 * 250 working days/year = $1,239.58
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!