Do you want to search summaries, or do you want to save millions of dollars per year?
I can assure you that people care very much about searching and mining calls, especially for compliance and QA reasons.
What’s the ROI?
Transcription cost is a race to the bottom because there's so many vendors competing, same with embeddings. It's positive. Gets better every year.
So no ROI, just hope.
What's the ROI on quickly identifying and fixing problems with your product?
Product teams analyse call summaries at scale to guide the roadmap to reduce future calls. It’s not just about case management.
Pro-tip: You won't ever do that.
we do
Advanced organizations (think not startups, but companies that have had years of decades of profit in the public market) might have solved all the low-hanging fruit problems and have staff doing things like automated quality audits (search summaries for swearing, abusive language, etc).
And you could save a bunch of money by replacing the staff that do that with LLMs!
I've worked at both. It is extremely rare that anyone ever does it.
I would imagine OP is probably mining service call summaries to find common service issues, or at least that's what I would do.
That's what everyone says they'll do and then it never gets touched again.
I guess you just know better than everyone, include the people who do look at user interactions. I know I've done it, so I must be no one.
I guess I'm no one too because I've done plenty of call analyses too.