Why Calls Matter, AI Reveals Hidden Performance Drivers
A home services company was relying on basic call metrics with no insight into the context of their service calls. We built a proof-of-concept, GenAI solution that generates rich call summaries and automatically tags by call type. This solution enables better coaching for call center team members, provides clearer performance insights, and uncovers new sales and service opportunities.
Challenge
This home services company, specializing in HVAC, plumbing and electrical services, contact center relies solely on quantitative metrics like call volume, handle time, and resolution rates, offering no visibility into the quality or context of customer-agent interactions. As a result, business leaders have a fragmented view of performance, and it leaves questions when it comes to identifying why key metrics like job bookings vary. Existing call summaries lack business relevance, fail to distinguish between types of interactions (e.g., new sales vs. service follow-ups), leaving supervisors without the insights for targeted coaching and service opportunities.
Solutions & Impact
An AI-powered call summarization solution was demonstrated as a proof of concept (POC), featuring a custom Generative AI layer tailored specifically to their business. The system automatically tags each call by type—such as “Opportunity,” “Post-Job Follow-Up,” or “In-Flight Service”—and generates context-rich summaries. These insights are integrated into performance dashboards to support coaching, performance reviews, and strategic decision-making. This POC solution,
- Enables business leaders to understand why key contact center metrics are changing
- Provides call context to guide agent feedback and development
- Improves categorization of customer interactions to surface new sales and service opportunities
- Delivers a more holistic, actionable view of contact center performance
This solution showcases the potential to turn previously overlooked conversation data into a strategic asset, empowering smarter and faster decision making across sales and service operations.
Related Client Work
Check out more of our work with the world’s most ambitious brands.
