Efficient Call Summary Creation with U-M GPT in the Service Center

U-M Service Center

Problem

The U-M Service Center needed to reduce the time spent manually summarizing calls to their Tech Help line to improve efficiency and free up employee time for more critical tasks.

Audience

The AI tool was targeted to the U-M Service Center's support staff who handle Tech Help line calls and the administrative team responsible for call documentation.

Outcome/Impact

  • Deepens Understanding: Provides detailed and accurate summaries of technical support calls, helping staff to better understand and address recurring issues.
  • Supports Quality Service: Allows staff to focus more on assisting callers rather than spending time on administrative tasks, leading to more meaningful interactions.
  • Improves Efficiency: Drastically reduces the time spent on documentation, freeing up hundreds of hours each month for more critical tasks.
  • Promotes Accurate Record-Keeping: Maintains precise and timely records of calls, aiding in data analysis and continuous improvement of support services.

By achieving these outcomes, the GenAI call summary tool significantly enhances the efficiency and effectiveness of the U-M Service Center’s Tech Help line.