Using call transcripts and summaries as your team's record
What to put in a call summary, and how to check and keep it, so the record after each call is short and reliable.
A request taken over the phone cannot be shared with the team unless it is written down. Yet writing long notes after every call is a burden. Transcripts and summaries reduce that work.
Three things a summary should contain
- Purpose: why the caller called
- Outcome: what was decided during the call
- Next step: who does what, and by when
A person always checks an AI summary
An AI summary can mishear or misread what was said. Have someone check details that matter, such as dates, amounts and names, before the summary is used as a record.
Decide how personal information is handled
Call recordings and transcripts can contain personal information. Decide internally who can see them and how long they are kept, and follow those rules.
Using it in Call
Call summarises calls with AI and suggests next steps. Check each summary before you use it as your team's record.