Post-call automation
Post-call automation, facilitated by AI, can streamline tasks like logging call notes, scheduling follow-ups, updating CRMs, and more. Dialpad Ai can do all this more—book a product tour to learn more!
In the fast-paced world of modern communication, efficiency is key. Businesses are constantly seeking ways to streamline their processes and enhance customer experiences. One area where significant improvements can be made is in post-call activities. By harnessing the power of automation, businesses can significantly reduce the time and effort traditionally associated with manual post-call activities.
What is post-call automation?
Post-call automation involves the use of AI and technology to automate various tasks that occur after a phone call. These tasks typically include logging call notes, generating call summaries, scheduling follow-up appointments, updating customer relationship management (CRM) systems, and collecting feedback.
By automating these processes, businesses can significantly reduce the time and effort required for manual post-call activities, allowing agents to focus more on serving customers effectively.
A whole host of post-call automation features for your teams
Imagine a scenario where, upon the conclusion of a call, relevant information is automatically transcribed, summarized, and logged into your CRM. Follow-up meetings are scheduled seamlessly, leveraging calendar integrations, while customer feedback is effortlessly collected through automated surveys. Agents are freed from the burden of manual data entry, allowing them to devote their attention to what truly matters—delivering exceptional service to customers.
That’s what Dialpad Ai is here to do. We offer a comprehensive suite of post-call automation features designed to empower your teams and enhance call center productivity, including:
Real-time transcription
Say goodbye to frantic note-taking. Dialpad Ai transcribes calls live as they're happening and packages it up in a searchable call summary you can refer to post-call. During your call or meeting, you can see the real-time transcription running in your active call window. It can even detect action items because it can recognize voice commands (e.g. "I'll send you an email after this call"), meaning that you can stay on top of your memos without—no note-taking needed.
AI-powered recaps & call summaries
Our AI algorithms generate concise summaries of each call, highlighting key points and action items for follow-up. This enables agents to quickly grasp the essence of the conversation and take appropriate actions, all while being more present during meetings, calls, and customer interactions. This automation also helps dramatically reduce after call work (ACW).
Call logs
Need to find a call from a new contact? Or a specific customer call? Detailed call logs provide a comprehensive record of all communication activities, including call duration, timestamps, and participant information. And with Dialpad, you don't have to scroll all the way down the call history list to find that one call. Filter by outgoing or incoming calls, call duration, and more. This information is invaluable for tracking customer interactions and analyzing performance metrics.
Seamless CRM integrations
Contact center Integrations with popular CRM platforms such as Salesforce, HubSpot, and Zendesk allows for automatic updating of customer records and activity logs—and is available with Dialpad. Sync your contact center or call center once, and your agents’ calls, messages, and notes will be automatically updated between Dialpad and your other tools. Take the legwork out of managing these tools and get back to focusing on meaningful customer interactions and improving your contact center’s performance.
Calendar integrations
Integration with calendar applications enables agents to schedule follow-up appointments and meetings directly from within the Dialpad interface. This streamlines the process of managing appointments and ensures timely follow-up with customers. Dialpad’s Google Calendar integration, for example, lets you seamlessly schedule, start, and join Dialpad Ai Meetings in just a few clicks.
Ai CSAT
Automated post-call surveys allow for the collection of customer feedback, enabling businesses to gauge satisfaction levels and identify areas for improvement. With Dialpad’s Ai CSAT, you can analyze 100% of your conversations in real time—no surveys required. This proactive approach to feedback collection helps drive continuous improvement in customer service.
Post-call automation benefits: How it could help your business
The implementation of post-call automation offers numerous benefits for businesses of all sizes. Some of the key advantages include:
Saves your agents time
By automating repetitive and time-consuming tasks, such as call logging and CRM updates, post-call automation frees up valuable time for agents to focus on more high-value activities, such as engaging with customers and resolving issues.
Improves consistency of post-call activities
Automation ensures that post-call tasks are performed consistently and accurately across all interactions, reducing the risk of errors and oversights. This consistency helps maintain data integrity and enhances the overall quality of customer service.
Easier compliance
Automated processes can be configured to adhere to regulatory requirements and internal policies, reducing the risk of non-compliance and potential legal issues. This ensures that all post-call activities are conducted in a compliant manner, providing peace of mind for businesses.
Better agent engagement and satisfaction
By relieving agents of mundane and repetitive tasks, post-call automation can boost morale and job satisfaction. Agents are more engaged when they can focus on meaningful interactions with customers, leading to higher levels of productivity and retention.
Improved customer experiences
By saving agents' time spent on after-call work, post-call automation ensures that they are more available to handle incoming calls promptly. This reduces wait times for customers and enables faster resolution of issues, leading to improved satisfaction and loyalty.
Improve agent and customer experience with post-call automation features from Dialpad
Post-call automation represents a game-changer for businesses looking to streamline their operations and enhance customer experiences. By leveraging advanced AI and technology, businesses can automate repetitive tasks, improve agent efficiency, and deliver superior service to customers.
With Dialpad's comprehensive suite of post-call automation features, you can take your customer service to the next level and stay ahead of the competition.