AI Summarisation | Alscient
Vico Homes · Social Housing
EnterpriseimplementationAlscient helped Vico Homes, a Social Housing company, improve call efficiency using Amazon Connect Contact Lens, Service Cloud Voice, and Agentforce. The project resulted in automated call summaries, saving 15–40 hours per agent per month, alongside enhanced visibility into caller sentiment and real-time call flagging.
Products used
Challenges addressed
- –Limited insight into call content and outcomes
- –No consistent call summary or record of decisions
- –Difficulty understanding caller sentiment and vulnerability
- –No objective measurement of agent behaviour
- –Manual and error-prone call classification
- –Inability to flag priority or high-risk calls automatically
- –Extended and inefficient wrap-up times
- –Inconsistent compliance and audit trails
Key metrics
- ✓Customer service agents save 1–3 minutes of wrap-up time per call
- ✓For an agent handling 800–1,200 calls per month, this equates to 15–40 hours saved per agent per month
- ✓10–25% lower after-call work
- ✓5–15% higher agent productivity