Enhancing Contact Centre Efficiency with Generative AI
A leading eCommerce company’s contact centre agents were spending over three minutes per call on manual documentation. Zypero’s generative AI summarisation capability eliminated this burden entirely — lifting agent satisfaction by 40 basis points and CSAT scores by 150 basis points.
3+ min
Documentation time
eliminated per call
+150 bps
Improvement in
CSAT scores
+40 bps
Increase in
agent satisfaction
The Challenge
Documentation Burden Draining Agent Time and Customer Experience
A leading eCommerce company was grappling with a persistent inefficiency in its contact centre operations. After every customer interaction, agents were required to spend over three minutes manually documenting the conversation — typing notes, logging call reasons, and recording follow-up actions.
The results were predictable and damaging. Notes were inconsistent, often incomplete, and frequently disregarded altogether. The burden of post-call administration was sapping agent energy, contributing to fatigue and dissatisfaction, and directly reducing the time and attention agents could give to the customers in front of them.
“Our agents were spending as much time on paperwork as they were on solving customer problems. We needed the machine to handle the administration so our people could focus on the conversation.”
The Solution
Real-Time Summarisation Powered by Generative AI
The eCommerce company turned to Zypero Intellect, building on a previous successful collaboration, to design and implement a solution. Our team introduced a generative AI summarisation capability built specifically for contact centre operations.
The system worked in real time: as a call progressed, the AI listened, understood context, and automatically generated a structured summary upon call completion. It classified the reason for the call, captured the resolution, and created follow-up action items — all without any manual input from the agent.
What had previously taken three minutes of laborious typing was now instant, accurate, and consistent across every interaction in the contact centre.
The Impact
Measurable Gains in Agent Wellbeing and Customer Satisfaction
The results were immediate and meaningful across two distinct dimensions.
For agents: the elimination of post-call documentation freed them to focus entirely on the next customer interaction. The reduction in administrative burden translated directly into a 40 basis point increase in agent satisfaction — a significant improvement in an environment where fatigue and turnover are persistent challenges.
For customers: agents who were no longer preoccupied with note-taking could give fuller attention to resolving queries. The improvement in interaction quality and resolution speed drove a 150 basis point improvement in CSAT scores — demonstrating that operational efficiency and customer experience are not competing priorities but mutually reinforcing ones.
Zypero’s Commitment
Setting a New Standard in Contact Centre Operations
This engagement demonstrates a principle central to Zypero Intellect’s approach: the best applications of AI are those that remove friction from human work, not replace it. By taking over the mechanical task of documentation, the system gave agents back the most valuable thing in a contact centre — presence.
As contact centre operations continue to face pressure on both cost and quality, the organisations that will lead are those that use AI to elevate the human role rather than diminish it.
Work with Zypero Intellect
Is manual documentation slowing
your contact centre down?
Zypero Intellect helps contact centre teams eliminate administrative friction with generative AI — freeing agents to focus on what matters most: the customer.
