Agent assist and call summarisation for member advocates
Gives advocates the member's status, relevant rules and next-best action during calls and writes the summary afterwards
- Who we serve
- Private Sector
- Category
- Financial services & insurance
- Value
- Cost
- Human role
- Human approves every decision
- Maturity
The problem
Without agent assist and call summarisation for member advocates, member advocates carry this work manually, case by case, working through call audio, member records, rules by hand, with the cost, delay and error rate that implies.
How it works
Agent assist and call summarisation for member advocates gives advocates the member's status, relevant rules and next-best action during calls and writes the summary afterwards. The approach relies on real-time retrieval, speech-to-text, summarisation. It draws on call audio, member records, rules and is typically owned by member advocates. The main constraint is accuracy of live guidance; consent for transcription. Where the human comes in: advocates decide what to say; summaries reviewed before saving. It is in production at multiple organisations; examples include Humana Google Cloud Agent Assist for 20,000+ advocates.
Where the human comes in
Advocates decide what to say; summaries reviewed before saving
What it needs
Call audio, member records, rules
What to plan for
Accuracy of live guidance; consent for transcription
In the field
Humana Google Cloud Agent Assist for 20,000+ advocates
Public deployments by other organizations, listed for context. Not Sphere projects.