AI Integrated Call Summarization and Action Item Workflow Guide

Call Summarization and Action Item Extraction Workflow

1. Call Recording

1.1 Initiation

Begin the process by recording customer service calls using a reliable call recording tool.

1.2 Tools

• Twilio
• RingCentral

2. Transcription

2.1 AI-Powered Transcription

Utilize AI transcription tools to convert recorded audio into text format.

2.2 Tools

• Otter.ai
• Rev.ai
• Google Cloud Speech-to-Text

3. Text Analysis

3.1 Natural Language Processing (NLP)

Implement NLP algorithms to analyze the transcribed text for sentiment, topics, and keywords.

3.2 Tools

• IBM Watson Natural Language Understanding
• Amazon Comprehend

4. Summarization

4.1 AI Summarization

Utilize AI-driven summarization tools to condense the transcribed text into key points.

4.2 Tools

• Gensim
• Sumy

5. Action Item Extraction

5.1 Identification of Action Items

Leverage AI algorithms to identify and extract actionable items from the summarized text.

5.2 Tools

• Zapier for automation
• Microsoft Power Automate

6. Reporting

6.1 Compilation of Summaries and Action Items

Compile the summarized content and action items into a report format for review.

6.2 Tools

• Google Docs for collaborative reporting
• Microsoft Excel for data organization

7. Review and Feedback

7.1 Stakeholder Review

Share the compiled report with relevant stakeholders for feedback.

7.2 Continuous Improvement

Incorporate feedback to improve the workflow and enhance the AI tools used.

8. Implementation of Action Items

8.1 Task Assignment

Assign identified action items to appropriate team members for execution.

8.2 Tools

• Trello for task management
• Asana for project tracking

9. Follow-Up

9.1 Monitoring Progress

Monitor the progress of action items and ensure timely completion.

9.2 Tools

• Slack for team communication
• Monday.com for progress tracking