AI Agent Notetaking and Call Summaries

Imagine a world where your agents never need to type notes again.

Traditional manual summarization creates multiple pain points:

• Agents put customers on hold to take notes, increasing handle times
• After-call work extends by a minute or more per interaction
• Important details get missed or recorded inconsistently
• Customers repeat themselves when transferred to a new agent
• Multiply these issues across millions of interactions, and the costs are staggering

Our automated call summaries transform this experience by capturing what matters from every conversation — voice or digital. This means lower costs, happier agents, and customers who feel truly understood throughout their journey.

Not all AI is created equal. While generic AI can generate summaries from transcripts, it lacks the precision and context needed for customer experience. Our AI notetaking combines purpose-built CX AI models with generative technology to deliver summaries that truly understand your business. It identifies specific intents, actions, outcomes, and sentiments — then structures this information into summaries optimized for action. The result is more accurate, relevant documentation that works out-of-the-box with your CRM and adapts to your specific business needs through extensive customization options.

The math is straightforward and compelling:

Take the number of agents writing manual notes, multiply by their interactions per year, then by the average time spent in after-call work or hold time for notetaking. Multiply that by your agents’ hourly wage, and you’ll see the immediate savings.

For example, 100 agents spending just one minute on notes per call, handling 50 calls daily, creates over 200,000 hours of time annually that could be reclaimed for better customer service.

We can help you calculate your specific ROI based on your operation’s unique metrics.

General-purpose large language models are built on internet data, not customer experience interactions. They might generate readable text but miss critical nuances of what makes a summary actionable in a customer service context.

Our AI notetaking identifies exactly what matters in each interaction — filtering out irrelevant content and highlighting the specific intents, actions, and outcomes that drive business value.

This structured approach ensures you get consistent, accurate summaries optimized for follow-up actions, not just well-written text

Turn your summaries into strategic insights:

NiCE Interaction Analytics transforms summary data into actionable intelligence about why customers contact you. Identify top conversation intents and correlate them with sentiment, silence periods, interaction duration, and outcomes.

Monitor customer intent trends over time, drilling down from broad categories to specific topics or individual interactions. Our agent productivity tools eliminate the need to create custom analytics queries, making insights accessible without technical expertise.

This turns summaries from simple documentation into a strategic advantage for continuous improvement.

Summaries appear in 2-10 seconds after the conversation ends — fast enough to be immediately useful for transfers and follow-ups.

This speed ensures the next agent has complete context before engaging with a transferred customer, creating seamless experiences where customers never need to repeat themselves.